IT Service Desk Analyst II

Audubon is currently seeking a Help Desk / Service Desk Analyst II to join our Team in our Houston, TX office.  The Help Desk / Service Desk Analyst II will support over the phone, through remote management tools, and directly to end users. The ideal candidate is a team player with excellent interpersonal skills who is willing to assist in all areas.

PRIMARY RESPONSIBILITIES

• Provide direct, telephone, and remote desktop support to internal company computer users courteously and professionally, following established procedures
• Installation, maintenance, and support of computer systems to ensure maximum uptime and optimal refresh intervals
• Capture and deploy system images
• Set up and maintenance of Active Directory accounts
• Record all support activities in the Service Desk ticketing system to ensure complete capturing of actions and results
• Understand and comply with all applicable Service Level Agreements, policies, and procedures
• Monitor all available ticket entry points to ensure tickets are being addressed efficiently
• Integrate with 3rd party deployment and support providers as required
• Complete other duties as assigned

EXPERIENCE AND SKILLS REQUIREMENTS

• Bachelor's degree preferred but not required.
• Requires 2+ years of help desk technician experience.
• The minimum experience for this position is 1 year of relevant experience in a Service Desk environment.
• Experience with Active Directory account creation & password resets.
• Experience supporting and setting up iPads and smartphones.
• Experience using ticketing software.
• Proven track record of maintaining an 85-95% first call resolution rate.

No Recruiters, please!

Equal Opportunity Employer/Veterans/Disabled