Service Desk Analyst II

POSITION SUMMARY 

There are 2 positions both are full-time:

Lewisville, Texas (Lewisville office is located in the northern part of the Dallas-Fort Worth (DFW) Metroplex)

Houston, Texas (Houston office is located on the northeast edge of downtown Houston)

*The individual must be willing to be physically present in the office at least four days per week.

This position supports and maintains end user workstations for all divisions within Orion.  Duties will include but are not limited to maintain, analyze, troubleshoot, and repair computer hardware, software, and peripherals. The incumbent will interface with employees at every division.  

The incumbent must support the guiding beliefs and core values of Orion, which are centered on Quality, Safety and Production (each of equal weight and importance) but, most importantly, with each built upon the all-important foundation of Integrity.

SPECIFIC RESPONSIBILITIES 

• Provides a high-quality customer service experience to all users at all our locations.
• Provides tier 1 service to end users by answering and responding to incident and service requests submitted via the Service Desk Portal, phone call, e-mail, and in person.
• Ensures that incident requests are resolved per established service level objectives, polices, and procedures
• Analyzes, troubleshoots, and repairs systems to maintain their integrity, performance, and security for the end users to perform their daily job functions efficiently.
• Performs diagnostics and analysis in partnership with other Service Desk Team members to resolve issues and promote learning.
• Installs, configures, and deploys computer systems, software, and peripherals for new hires and annual upgrades as per a schedule approved by management.
• Assists with the development and maintenance of technical procedure and knowledge base documentation related to the installation, troubleshooting, and maintenance of hardware and software and general how-to information.
• Promotes and shares first call resolutions with team members, by providing detailed documented steps to assist in increasing overall Service Desk Team first contact resolution.
• Support and maintain new and existing asset account information including rights, security, and systems groups in Active Directory.
• Respond to off-hour alerts, calls, e-mails, or notifications to ensure operational efficiency and uptime.

EMPLOYEE SAFETY AND COMPLIANCE

• Responsible and accountable for incumbent’s own personal safety.
• Responsible and accountable for the safety of all co-workers and any others incumbent meets.
• Authorized and obligated to stop work on any task or series of tasks whenever an unsafe condition or situation is anticipated or is observed.
• Complies with all applicable laws, regulations and Company policies and procedures, and is subject to appropriate disciplinary action (including dismissal) for failure to do so.
• Reports all violations of applicable laws, regulations or Company policies and procedures promptly, and is subject to appropriate disciplinary action (including dismissal) for failure to do so.
• Performs other related administrative and technical duties as may be assigned or requested by immediate supervision (such as certification training, safety training, procedure review, etc.).
• All employees, current and former, must maintain confidentiality by not disclosing to others any confidential, proprietary or trade secret information belonging to the Company.

POSITION REQUIREMENTS

An associate degree in Computer Science or equivalent certifications and 2 years’ experience in the field or in a related area. Bi-lingual in English and Spanish is a plus. Knowledge of Service Desk Plus is desired. The incumbent must have excellent computer skills and be knowledgeable with all Microsoft applications including Windows Desktop Operating Systems, MS Teams, O365, Anti-Virus/Malware software, and hardware including desktops, laptops, tablets, printers, and peripherals. The position also requires exceptional interpersonal skills and the ability to communicate and relate to senior-level executives, management, as well as all levels of employees. Experience with Service Desk Plus would be a plus.

Discretion and trustworthiness, and the ability to keep all Company information and materials strictly confidential (both internally and externally) are essential elements of this position.

Must be well organized, diligent, and be a self-starter with the ability to work with minimal supervision and to independently identify work to be done.  Must be flexible and can adjust to sudden changes in work priorities. The incumbent must also can prioritize work generally and to accommodate those changes.  Attention to detail and extreme care in performing tasks accurately and carefully are also essential.

The Company expects and requires incumbent and each of its other employees to observe and fulfill the above and all other safety responsibilities and actively work toward maintaining a safe workplace.  Failure to do so can result in disciplinary action, up to and including termination of employment.

PHYSICAL/MENTAL REQUIREMENTS

The incumbent must be able to perform the essential functions of the job with or without reasonable workplace accommodation. 

The individual must also be able to wear and properly utilize appropriate personal protective equipment if required to work or visit the jobsite.  This may include hard hat, safety glasses, respirators, ear plugs, steel-toed shoes, personal flotation devices, or other equipment as required by the work performed and location the work is being done. 

The incumbent must possess the ability to remain calm during emergencies and respond appropriately as dictated by the circumstance of the incident and as directed by the Safety Representative or other management personnel. Must be capable of evacuating the work area in a timely manner should an emergency arise.