WorldStrides · 1 day ago
Service Desk Analyst II
Charlottesville, VA
Full-time
Hybrid
Entry, Mid Level
2+ years expWorldStrides is the global leader in educational travel and experiential learning, seeking a results driven and service oriented Service Desk Analyst. This role involves providing Service Desk phone support and onsite deskside support, ensuring excellent customer service while resolving technical issues for internal clients.
EducationTransportationTravel
No H1B
U.S. Citizen Only
Responsibilities
Provide initial line of Service Desk support for internal clients with the goal of first contact resolution. This includes responding to inbound calls, fielding email requests, collecting required information, creating Service Requests, and documenting incidents with pertinent data within our ITSM platform. Additionally this role will follow up with end users, work with IT support staff on incident resolutions, and escalate tickets to the appropriate support groups when necessary
Provide remote phone-based support in a heterogeneous technology environment to all members of our global team. This includes support of but not limited to, Microsoft Productivity Suite, Dell hardware, Apple hardware, Canon & Konica Minolta multi-function printers, HP desktop printers, and troubleshooting various Microsoft operating system related issues. Knowledge of Microsoft Azure is preferred
Create Distribution Lists, Shared Mailboxes, and Teams through Exchange/Office 365. Adding appropriate permissions as necessary as well as managing user access
Support all IP Phone based systems including troubleshoot hard & soft phone connection issues on the Avaya, Teams, and RingCentral platforms
Support installation and configuration of various software including Global Protect VPN, Salesforce, Microsoft Dynamics CRM, Zscaler, Adobe, as well as all other proprietary and necessary supporting software
Troubleshoot remote and onsite hardware problems including local office and remote home configurations/peripheral set up. This includes local new hire hardware deployments and retrievals
Escalation of issues to additional IT resources/tiers, management, or 3rd party vendors for assistance in reaching a timely resolution
Work directly with developers, project leads, and various business partners to understand and resolve issues
Participate in a highly talented, experienced and energetic team on a fast-paced, agile development schedule
Qualification
Required
2+ years of experience in a Technical Support or similar role
CompTIA A+, Microsoft, or ITIL certifications
Ability to resolve all problem issues that affect the users' productivity and provide training when applicable
Basic Linux CLI, sysadmin, and network diagnostic skills
An ability to assess each employee's IT knowledge levels
Good communication skills with a natural aptitude for interfacing with people
Ability to deal with difficult callers or stressful situations
Good analytical and problem-solving skills
Logical thinker
Up-to-date technical knowledge
Display discipline towards accurate record keeping
Self-directed and able to handle multiple priorities with demanding timeframes
Ability to work collaboratively with colleagues and staff to create a high-quality results-driven, team-oriented environment
Excellent oral and written communications skills in English
Highly motivated with the ability to flex in a highly dynamic environment
Positive attitude, successfully working as a team player with business and technology stakeholders
Preferred
Knowledge of Microsoft Azure is preferred
Benefits
Excellent medical, dental, and vision coverage
Life, accidental death and dismemberment, accident, critical illness, and disability insurance
FSA healthcare
FSA dependent care
HSA with employer contribution
Generous 401k match
11 paid floating corporate holidays
1 paid volunteer day
Up to 25 PTO days to start – accrue up to 28 over 3 years
4 mental health days
5 bereavement days
Tuition reimbursement up to $5,250 annually
$1,000 towards professional certifications annually
Opportunities for paid and discounted travel
Flexible work schedule providing on-site, remote, and virtual office opportunities
Encouraged participation in our Employee Resource Groups and Diversity, Equity, & Inclusion council
Fitness Center and café onsite at select locations
Employee Assistance Program (EAP)
Paid Parental, Caregiver, and Disability leave
Team Member Discount Program
Company
WorldStrides
With nearly 50 years of experience, WorldStrides is the largest and most trusted accredited student travel organization in the U.S.
1001-5000 employees
Funding
Current Stage
Late StageTotal Funding
unknown2017-11-09Private Equity
2016-02-11Acquired
1998-01-01Private Equity
Leadership Team
Kellie Goldstein
Chief Financial Officer & Chief People Officer
Mark Gallovic
Vice President, Strategic Partnerships, WorldStrides Higher Education
Recent News
GlobeNewswire News Room
2024-12-20
Company data provided by crunchbase