Job Summary
The Service Desk Analyst 1 role will model the Netrio mission, vision, and values each day, functioning as a guide for daily accountabilities and responsibilities. The role is accountable for creating, updating and resolving technical service requests from customers with speed and precision. It serves as the front line for reactive client requests, handling them with a high level of accuracy and customer satisfaction. Reactive ticket work focuses on triaging support calls/emails/alerts and achieving first‑call resolution on level 0 and level 1 issues, with ongoing collaboration with other members of Netrio’s technical team when appropriate. Proactive ticket work focuses on performing routine maintenance, monitoring tasks, service support tasks, and tasks as directed.
The hours for this position are 9 a.m. - 6 p.m., 5 days during the week (no weekends). It will also require someone to report to the McKinney, Texas office at least 2 days during the week for the shift.
Key Responsibilities
Provide phone support for helpdesk calls.
Efficiently triage and resolve service requests, minimizing errors and reducing time per service request.
Collaborate with peers and technical staff to ensure first‑call completion.
Consistently meet remote support response standards on a day‑to‑day basis.
Ensure customer satisfaction by confirming the resolution of each service request after completion.
Work with peers and technical staff to facilitate the transition of work to the appropriate team.
Follow documented procedures and identify gaps in documentation, requesting new documentation to bridge any gaps.
Create service requests when monitoring reveals the need for technical intervention or correction, and triage based on severity.
Deploy and maintain managed service offerings for client networks.
Proactively maintain client networks remotely, in accordance with documented standards.
Key Competencies Customer Focus Provide clear communication and resolution regarding service requests to ensure customer satisfaction.
Collaboration Work effectively with peers and technical teams to ensure smooth workflow and issue resolution.
Continuous Improvement Identify gaps in documentation and processes to enhance efficiency and service delivery.
Attention to Detail Accurately manage and document service requests, ensuring proper tracking and resolution.
Time Management Efficiently manage multiple service requests while ensuring timely resolutions and meeting performance metrics.
Qualifications Required
Recently completed an IT training program and/or actively pursuing a 2 or 4‑year degree in an IT‑related field.
Ability to triage technical support calls in a call center environment.
Strong customer service skills with the ability to communicate technical information clearly to non‑technical customers.
Ability to work quickly and accurately with strong attention to detail.
Ability to follow written procedures and document work thoroughly.
Preferred
Experience in technical support or service request management in a remote support environment.
Familiarity with client network management and monitoring tools.
Work Environment + Benefits Netrio offers a hybrid work environment, prioritizing work‑life balance, continuous learning and a supportive team culture. We invest in our people by providing comprehensive benefits, including:
Benefits
Competitive salary
Comprehensive benefits package
Wellness programs and professional development opportunities.
The above statements reflect the general details necessary to describe the principal functions of the occupation described and shall not be construed as a detailed description of all the work requirements that may be inherent in the occupation.
Netrio is a full‑service IT managed service provider (MSP) dedicated to helping mid‑market and enterprise organizations modernize, secure, and scale their technology environments. We deliver a comprehensive suite of solutions—from managed IT infrastructure and cybersecurity to cloud, connectivity, voice and custom application development—all designed to reduce cost and risk while driving innovation, efficiency and growth. With teams and offices across the U.S. and internationally, and a strong track record of client retention, Netrio combines deep expertise with proactive service to keep businesses running at their best.
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The hours for this position are 9 a.m. - 6 p.m., 5 days during the week (no weekends). It will also require someone to report to the McKinney, Texas office at least 2 days during the week for the shift.
Key Responsibilities
Provide phone support for helpdesk calls.
Efficiently triage and resolve service requests, minimizing errors and reducing time per service request.
Collaborate with peers and technical staff to ensure first‑call completion.
Consistently meet remote support response standards on a day‑to‑day basis.
Ensure customer satisfaction by confirming the resolution of each service request after completion.
Work with peers and technical staff to facilitate the transition of work to the appropriate team.
Follow documented procedures and identify gaps in documentation, requesting new documentation to bridge any gaps.
Create service requests when monitoring reveals the need for technical intervention or correction, and triage based on severity.
Deploy and maintain managed service offerings for client networks.
Proactively maintain client networks remotely, in accordance with documented standards.
Key Competencies Customer Focus Provide clear communication and resolution regarding service requests to ensure customer satisfaction.
Collaboration Work effectively with peers and technical teams to ensure smooth workflow and issue resolution.
Continuous Improvement Identify gaps in documentation and processes to enhance efficiency and service delivery.
Attention to Detail Accurately manage and document service requests, ensuring proper tracking and resolution.
Time Management Efficiently manage multiple service requests while ensuring timely resolutions and meeting performance metrics.
Qualifications Required
Recently completed an IT training program and/or actively pursuing a 2 or 4‑year degree in an IT‑related field.
Ability to triage technical support calls in a call center environment.
Strong customer service skills with the ability to communicate technical information clearly to non‑technical customers.
Ability to work quickly and accurately with strong attention to detail.
Ability to follow written procedures and document work thoroughly.
Preferred
Experience in technical support or service request management in a remote support environment.
Familiarity with client network management and monitoring tools.
Work Environment + Benefits Netrio offers a hybrid work environment, prioritizing work‑life balance, continuous learning and a supportive team culture. We invest in our people by providing comprehensive benefits, including:
Benefits
Competitive salary
Comprehensive benefits package
Wellness programs and professional development opportunities.
The above statements reflect the general details necessary to describe the principal functions of the occupation described and shall not be construed as a detailed description of all the work requirements that may be inherent in the occupation.
Netrio is a full‑service IT managed service provider (MSP) dedicated to helping mid‑market and enterprise organizations modernize, secure, and scale their technology environments. We deliver a comprehensive suite of solutions—from managed IT infrastructure and cybersecurity to cloud, connectivity, voice and custom application development—all designed to reduce cost and risk while driving innovation, efficiency and growth. With teams and offices across the U.S. and internationally, and a strong track record of client retention, Netrio combines deep expertise with proactive service to keep businesses running at their best.
#J-18808-Ljbffr