Netrio
Service Desk Analyst II
McKinney, TX · Mid
Sponsorship not specifiedDetected 170 days ago
AWSGCPAzureCloud PlatformsJiraVendor ManagementCustomer SupportFirewallCiscoCommunicationCollaborationTime Management
About the role
- The Service Desk Analyst 2 will model the Netrio mission, vision, and values each day, functioning as a guide for daily accountabilities and responsibilities.
- This role is accountable for creating, updating and resolving technical service requests from customers and with speed and precision.
- This role is on the front line for reactive client requests, handling with a high level of accuracy and customer satisfaction.
Responsibilities
- Provide initial support for all calls and tickets received.
- If the issue requires additional support the Service Desk is unable to provide, it is their duty to escalate the problem accordingly.
- Collaborate with team members and escalate issues appropriately.
- Update/create tickets detailing any troubleshooting steps you took to ensure the problem can be picked up and put down by the other team members if necessary.
- Document client specific information as needed to enable secured but easy access for future, related issues.
- May also be used to support the Project Team or Network Engineers in the initial preparation of the new client equipment, especially new workstations, when needed.
- Provide in-depth support for escalated issues with desktops, laptops, servers, and network devices.
- Windows Server & Active Directory Management Troubleshoot and manage issues related to Windows Server, Active Directory, and Group Policy.
- JOB SUMMARY The Service Desk Analyst 2 will provide intermediate technical support to resolve advanced technical issues related to hardware, software, and networking.
- This position is ideal for someone with strong IT support experience, troubleshooting skills, and an interest in taking on more responsibility.
Requirements
- 3+ years of experience in IT support, particularly in troubleshooting and resolving complex technical issues.
- Strong knowledge of Windows operating systems, Active Directory, Windows Server, and network infrastructure.
- Experience with ticketing systems (e.g., Zoho, Connectwise, or ServiceNow).
- Proven ability to diagnose and resolve technical issues independently.
- Time management skills, and the ability to prioritize multiple concurrent issues.
- The ability to work independently but also be a team player.
- Experience in network management, cloud environments, or virtualization.
Nice to have
- Preferred: Experience with cloud-based services like Office 365, AWS, GCP, or Azure.
This listing is sourced directly from Netrio's careers page and normalized into a canonical job model.