Quanta Services

Sr Service Desk Analyst

US-TX-Houston
Requisition ID
2017-1420
# of Openings
1
Category
Information Technology

Overview

Quanta Services safely provides engineering, procurement and construction (EPC) services for comprehensive infrastructure needs in the electric power and oil and natural gas industries. With a workforce tens of thousands strong and offices across North America and abroad, Quanta is the premier provider in the industries it serves.

 

The Senior Service Desk Analyst is responsible for providing personal computing (HW), software (SW), operational system (OS), Application (APP), mobile connectivity & associated peripherals focused service request fulfillment, incident resolution, asset lifecycle and client relationship management services. Serves as team lead, providing technical and functional guidance to other members of the team and will serve as first level of escalation for issues and other requests.

Responsibilities

  • Provides documented break/fix solutions to resolve interruption or performance degradation issues with existing personal computing services with an emphasis on personal and rugged purpose-built computing HW, SW, OS, APP, mobile connectivity & associated peripherals, including workstation, peripheral or component troubleshooting and replacement, SW uninstall/reinstall and OS reimaging.
  • Provides overall guidance, direction and support to other analysts.
  • Recognizes, documents and addresses more complex and/or systemic problems and work with other technology support teams when required.
  • Provides new instances of available services to address new or expanded business requirements with an emphasis on personal and rugged purpose-built computing HW, SW, OS, APP & associated peripherals, including deployment, repositioning and recovery, SW installs/uninstalls and OS imaging.
  • Proposes and evaluates new service offerings, advocating customer requirements and perspective and maintaining alignment with IT roadmap.
  • Provides timely and accurate updates of asset management records as a result of incident resolution, service request fulfillment, physical inventory/audit and refresh activities including status, location, assignment and others.
  • Recognizes, documents, resolves and escalates anomalies and inconsistencies between and within observed physical assets and recorded asset information.
  • Solicits, collaborates on and authors, reviews and/or edits client facing knowledge content to enable self-service and lowest cost of service.
  • Take ownership of and periodically review client facing knowledge bases content for accuracy, completeness and continuing applicability.
  • Engages clients to promote services and manage expectations for HW, SW, OS, APP, mobile connectivity & associated peripherals focused incident resolution and request fulfillment services.
  • Advocates the client perspective within Information Technology with an emphasis on personal and computing HW, SW, OS, APP, mobile connectivity & associated peripherals to ensure business objectives and requirements are incorporated into deliverables.
  • Manages the relationship between clients and other IT teams.
  • Provides specialized incident resolution and request fulfillment services having demanding performance standards such as after-hours support, executive support and other services as scheduled and/or assigned.
  • Provides other required support services during peak demand periods and other high volume scenarios as necessary.
  • Applies and adheres to established company and location safety values, culture and work processes & procedures; actively participate in safety rituals.
  • Travels up to 15%
  • Performs other duties as assigned.

Qualifications

  • Associate degree in computer science or other related discipline is required.
  • Minimum 8 years with at least 2 years in Information Systems and 3 years in a directly related position with a mid to large size company.
  • Experience supporting HP, Dell and/or Lenovo workstations.
  • Experience supporting mobile/remote connectivity solutions specifically 3G/4G mobile broadband and virtual private networking (VPN).
  • Experience with Microsoft SCCM.
  • Experience supporting multifunction devices (MFDs) and printers.
  • Experience working with IT Service Management systems.
  • Experience working with IT Asset Management systems.
  • Experience working with Knowledge Bases.
  • Bachelor’s degree in computer science or other related discipline in combination with required experience mentioned above.
  • Experience performing other Customer Service/Facing related roles is considered a plus.
  • ITIL Foundations Certification required
  • Comp TIA A+ - required
  • ITIL Foundation - required
  • MCITP - preferred
  • MCDST - preferred
  • HDI Desktop Support Technician - preferred
  • Windows OS – advanced level
  • Computer Management Applications (Console) – advanced level
  • Active Directory (Accounts, Groups, GPs, Security) – intermediate level
  • MS Office Suite – intermediate level
  • Exchange and Outlook – advanced level
  • Imaging – advanced level
  • Software Deployment – advanced level
  • Desktop Native Applications – intermediate level
  • Cloud Applications – intermediate level
  • Client-Server Applications – intermediate level
  • Mobile Applications – intermediate level
  • Browsers – advanced level
  • Add-ons and others related to the function certifications are preferred
  • Customer service oriented and proactive in anticipating and resolving problems while maximizing efficient use of available IT
  • Uses excellent problem-solving, communication, and interpersonal skills along with a patient, positive, and customer-friendly attitude within a team
  • Demonstrates outstanding customer orientation and desire to restore and enable client productivity; drives resolution and fulfillment to closure on first contact.
  • Communicates effectively and efficiently with technical and non-technical audiences at all levels of organization; utilizes appropriate communication channels for given situations; employs a range of communication styles and techniques; acts as a Subject Matter Expert (SME) for client relationship management.
  • Acts professionally and tactfully at all times and in all situations; maintains a professional demeanor and appearance; recognizes, being sensitive to and be respectful of global and cultural diversities; fulfills role as the “Voice of Information Technology”.
  • Produces high quality work results with a sense of urgency while maintaining a high level of focus on detail, exactness and completeness.
  • Performs work in a client embedded environment under direct supervision and/or indirect oversight of lead & more experienced analysts and management; recognizes, navigates and influences organizational and interdepartmental politics; manages multiple tasks and priorities.
  • Documents incident resolution & service request fulfillment activities consistently, concisely and accurately in writing using correct grammar and spelling utilizing service and asset management tools and systems.
  • Builds leveraging relationships & teamwork environment with clients, peers and other IT teams that facilitate knowledge and information sharing; contribute to team’s body of knowledge; being recognized as a dependable member of team and a source of positive energy and attitude for clients and team.
  • Provides guidance to other analysts, assisting IT leadership to propagate collaboration among teams and to increase the effectiveness of the overall IT department.
  • Completes tasks timely and deliver specific results related to projects, initiatives and other special assignments.
  • Provides support for new technologies.

 

Quanta Services is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, age, religion, sex, national origin, disability, genetic information, protected veteran status or any other protected characteristic, in accordance with governing law.

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