Job Description
Job Description
Description:
As an IT Support Analyst (Tier 1), you will provide both on-site support and remote support for various Tier I technical issues for clients in Houston, TX as well as throughout Sparkhound’s customer catalog. As an Engineer, you will utilize both your customer service and problem-solving skills to provide an exceptional customer experience supporting multiple clients in a variety of industry verticals. Engineers at our service desk come from all walks of life and support clients at various technical levels.
What you will do:
- Travel on-site to client locations to support end users and resolve issues
- Create a positive customer support experience and build strong relationships through deep problem understanding, ensuring timely resolution or escalation.
- Provide phone support and issue escalation as necessary
- Handle incidents and requests with a courteous and professional attitude.
- Communicate promptly on progress of incidents and requests.
- Perform the system changes adhering to organizational policies.
- Log all incidents and requests into one or more ticket entry systems.
- Maintain technical documentation in association with Support Team members.
- Conduct remote desktop troubleshooting for end-users.
- Set up and test desktop computer peripherals.
- Perform IT infrastructure analysis and remediation.
- Support daily technical support activities for desktop, data, and server management.
- Participate in regular On-Call rotation.
- Perform other related duties as required and assigned.
- Identifies requests that require projects, new services or a potential upgrade and escalates these opportunities in a timely manner
- Follows best practices as defined by vendor, manufacturer, or Sparkhound defined processes
Requirements:
Are you a fit?
- Experience with an MSP a plus
- Preferred, experience in network / IT systems and troubleshooting steps
- 1+ years professional experience in any relevant team setting. Ability to understand Managed Services reporting.
- Fiercely support client success and exemplify a do-whatever-it-takes attitude.
- Knows fundamental concepts of customer service and can also identify root causes of client problems.
- Must have experience utilizing and troubleshooting issues with the following
- Proficient in information technology regarding both hardware and software
- Proficient with Microsoft desktop operating systems Windows 7, 8, 10 and 11
- Experience with Microsoft server operating systems, specifically Server 2012, 2016, 2019, and 2022
- Ability to administer Microsoft Active Directory and LDAP protocol, setup new users, security groups, group policies, and other admin AD functions.
- Understanding of file security management, shared drives, network drives, and their security permissions.
- Experience with Microsoft 365, Exchange Online, OneDrive, Azure AD.
- Experience assisting users over the phone to resolve technical issues.
- Remote PC technical support.
- Managing Virtual Data Center environments.
- Managing network resources for routing and switching.
- Telephony proficiency a plus - desktop phone upgrades, modifications, activations, repairs and troubleshooting.
Measures of Success:
- Accounts for 100% of time worked by documenting on tickets Sparkhound PSA
- Follows up daily with client on each open ticket they are assigned to
- Resolves and closes all assigned tickets within 7 days
- Responds to all assigned tickets within defined standards
- Always maintains a professional appearance
Bonus Points for:
- ITIL Certification
- Microsoft Certifications
- CompTIA A+ Certification
- HDI – Desktop Support Technician Certification
- Managed Service Provider support experience
- Team leadership or mentoring experience
- Hands on experience with ConnectWise Manage and n-Able by nCentral
- Hands on Experience with Microsoft Intune and VDI