Help Desk analyst
JSR Tech Consulting, Dallas, TX, United States
Contract to hire position with a major financial firm. Onsite 5 days per week in Dallas.
This role is to provide on site (5 days/wk) Desktop Support (e.g., Windows, O365, mobile, peripherals, laptops) for employees and contractors. Dallas is the primary work location. In addition to applied technical expertise and experience, you will bring excellent problem solving, communication and teamwork skills, along with agile ways of working, strong business insight, an inclusive leadership attitude and a continuous focus on learning.
As an Associate at the Service Desk, you will provide technology and device support, including for Windows 11, O365, MacOS, mobile devices, and laptops, to employees and contractors. Beyond your technical expertise and experience, you will bring excellent problem-solving, communication, and teamwork skills, along with an Agile approach to work, strong business insight, an inclusive leadership attitude, and a commitment to continuous learning. Including developing solutions in Nexthink to effectively identify, address, and resolve common issues, including problem detection and remediation. Additionally, you will develop software and automated solutions to manage the lifecycle of infrastructure services as we address complex business challenges and deploy innovative products, services, and experiences to delight our customers.
Here is What You Can Expect on a Typical Day: • Resolves moderate technical issues from incoming incidents. Exercises judgment within defined procedures and practices to determine appropriate action, escalates as necessary . Utilize the ServiceNow ticketing system to manage IT support requests and incidents, and generate dashboard reports to monitor performance and identify areas for improvement • Provide easily consumable services to software development teams to assist in the consumption of infrastructure solutions and partner to implement them • Documents and tracks status of client inquiries, coordinates appropriate response and follows up to ensure client satisfaction . Identify, diagnose and troubleshoot workplace issues using Nexthink monitoring software to provide real-time visibility into the end-user computing environment . Create workflows to connect apps and services in Power Automate, eliminating repetitive tasks and streamlining processes . Bring an understanding of relevant and emerging technologies, begin to find opportunities to provide input to the team, and embed learning and innovation in the day-to-day . Use programming languages including but not limited to Python, JavaScript, Shell/Power scripting . Use ServiceNow for . Automate unit and integration test cases, solve problems and add new value with automation . Practice an Agile framework to identify and suggest process enhancements to prevent recurring issues and improve service delivery
The Skills & Expertise You Bring: • Strong knowledge of diagnostic tools and ticketing applications; Proficiency with Computer Software and Hardware; Ability to troubleshoot the client problems by asking specific questions, implementing solutions and testing the outcomes to rule out common errors . Proficiency in Nexthink and Microsoft Power Platform (Power Automate and Power BI) • Ability to use remote access tools to interact with client's computer, search through files and install software drivers to resolve issues • Know-how to identify the symptoms of different problems and direct the clients to the proper feasible solution • Familiarity in using modern programming languages to gather device information and use this information to proactively address compliance issues on devices, automate administrative tasks and provide on demand troubleshooting scripts Experience with several of the following: - Programming Languages: Python, Shell/Power scripting - Infrastructure Fundamentals o Database Fundamentals: Schemas, Tables, Permissions, SQL o Networking, TCP/IP and other common communication Protocols: OSI Model, Proxy Firewall . Knowledge/Understanding of the following: - Application Programming Interfaces (API): Consumption & Development - Cloud Computing: Understanding & knowledge (of 1 or more): AWS, Azure, Google Cloud Platform (GCP) - Cloud service consumption . Preferred Qualifications: - Financial/Insurance industry experience is a plus, not a must
Here is What You Can Expect on a Typical Day: • Resolves technical issues from incoming hardware/software incidents for on site and remote users. • Provides assistance with conference room technology (pre-meeting testing and in-meeting troubleshooting) • Assists with device installation or moves (disconnect/reconnect), managed print setup and troubleshooting, mobile device configuration and troubleshooting • Documents and tracks status of client inquiries, coordinates appropriate response and follows up to ensure client satisfaction. • Exercises judgment within defined procedures and practices to determine appropriate action, escalates as necessary. The Skills & Expertise You Bring: • Strong knowledge of diagnostic tools (Splunk, Aternity, NexThink) and ticketing applications (ServiceNow) • Proficiency with computer software and hardware • Ability to troubleshoot client problems by identifying the symptoms, reviewing documentation, asking smart questions, consulting technical partners as needed, with the goal of quickly resolving the reported issue and following up to ensure long term success of the solution. • Ability to use remote access tools to interact with client's computer, search through files and install software drivers to resolve issues • Experience or familiarity in using modern programming languages such as Python, Powershell, and APIs to gather device information and use this information to proactively address compliance issues on devices, automate administrative tasks and provide on demand troubleshooting scripts.
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This role is to provide on site (5 days/wk) Desktop Support (e.g., Windows, O365, mobile, peripherals, laptops) for employees and contractors. Dallas is the primary work location. In addition to applied technical expertise and experience, you will bring excellent problem solving, communication and teamwork skills, along with agile ways of working, strong business insight, an inclusive leadership attitude and a continuous focus on learning.
As an Associate at the Service Desk, you will provide technology and device support, including for Windows 11, O365, MacOS, mobile devices, and laptops, to employees and contractors. Beyond your technical expertise and experience, you will bring excellent problem-solving, communication, and teamwork skills, along with an Agile approach to work, strong business insight, an inclusive leadership attitude, and a commitment to continuous learning. Including developing solutions in Nexthink to effectively identify, address, and resolve common issues, including problem detection and remediation. Additionally, you will develop software and automated solutions to manage the lifecycle of infrastructure services as we address complex business challenges and deploy innovative products, services, and experiences to delight our customers.
Here is What You Can Expect on a Typical Day: • Resolves moderate technical issues from incoming incidents. Exercises judgment within defined procedures and practices to determine appropriate action, escalates as necessary . Utilize the ServiceNow ticketing system to manage IT support requests and incidents, and generate dashboard reports to monitor performance and identify areas for improvement • Provide easily consumable services to software development teams to assist in the consumption of infrastructure solutions and partner to implement them • Documents and tracks status of client inquiries, coordinates appropriate response and follows up to ensure client satisfaction . Identify, diagnose and troubleshoot workplace issues using Nexthink monitoring software to provide real-time visibility into the end-user computing environment . Create workflows to connect apps and services in Power Automate, eliminating repetitive tasks and streamlining processes . Bring an understanding of relevant and emerging technologies, begin to find opportunities to provide input to the team, and embed learning and innovation in the day-to-day . Use programming languages including but not limited to Python, JavaScript, Shell/Power scripting . Use ServiceNow for . Automate unit and integration test cases, solve problems and add new value with automation . Practice an Agile framework to identify and suggest process enhancements to prevent recurring issues and improve service delivery
The Skills & Expertise You Bring: • Strong knowledge of diagnostic tools and ticketing applications; Proficiency with Computer Software and Hardware; Ability to troubleshoot the client problems by asking specific questions, implementing solutions and testing the outcomes to rule out common errors . Proficiency in Nexthink and Microsoft Power Platform (Power Automate and Power BI) • Ability to use remote access tools to interact with client's computer, search through files and install software drivers to resolve issues • Know-how to identify the symptoms of different problems and direct the clients to the proper feasible solution • Familiarity in using modern programming languages to gather device information and use this information to proactively address compliance issues on devices, automate administrative tasks and provide on demand troubleshooting scripts Experience with several of the following: - Programming Languages: Python, Shell/Power scripting - Infrastructure Fundamentals o Database Fundamentals: Schemas, Tables, Permissions, SQL o Networking, TCP/IP and other common communication Protocols: OSI Model, Proxy Firewall . Knowledge/Understanding of the following: - Application Programming Interfaces (API): Consumption & Development - Cloud Computing: Understanding & knowledge (of 1 or more): AWS, Azure, Google Cloud Platform (GCP) - Cloud service consumption . Preferred Qualifications: - Financial/Insurance industry experience is a plus, not a must
Here is What You Can Expect on a Typical Day: • Resolves technical issues from incoming hardware/software incidents for on site and remote users. • Provides assistance with conference room technology (pre-meeting testing and in-meeting troubleshooting) • Assists with device installation or moves (disconnect/reconnect), managed print setup and troubleshooting, mobile device configuration and troubleshooting • Documents and tracks status of client inquiries, coordinates appropriate response and follows up to ensure client satisfaction. • Exercises judgment within defined procedures and practices to determine appropriate action, escalates as necessary. The Skills & Expertise You Bring: • Strong knowledge of diagnostic tools (Splunk, Aternity, NexThink) and ticketing applications (ServiceNow) • Proficiency with computer software and hardware • Ability to troubleshoot client problems by identifying the symptoms, reviewing documentation, asking smart questions, consulting technical partners as needed, with the goal of quickly resolving the reported issue and following up to ensure long term success of the solution. • Ability to use remote access tools to interact with client's computer, search through files and install software drivers to resolve issues • Experience or familiarity in using modern programming languages such as Python, Powershell, and APIs to gather device information and use this information to proactively address compliance issues on devices, automate administrative tasks and provide on demand troubleshooting scripts.
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