Sr. Service Desk Analyst
Company: Aspen Technology, Inc.
Location: Houston
Posted on: March 19, 2023
Job Description:
The driving force behind our success has always been the people
of AspenTech. What drives us, is our aspiration, our desire and
ambition to keep pushing the envelope, overcoming any hurdle,
challenging the status quo to continually find a better way. You
will experience these qualities of passion, pride and aspiration in
many ways - from a rich set of career development programs to
support of community service projects to social events that foster
fun and relationship building across our global community.The
RoleOur Information Services department is looking to hire a
talented and bright Technical Support Analyst to join our team.
This role will be responsible for managing Hardware and Software
related issues for our Internal Employees. We are looking for a
candidate that will effectively collaborate and communicate with
peers in a global enterprise environment. This person will also
have the opportunity to work on projects and initiate change to
optimize our processes.Your Impact
- Handling of a wide variety of technical support tasks,
including desktop, laptop and tablet deployment, configuration,
software installation, troubleshooting and hardware diagnosis,
repair and maintenance.
- Customer-focused approach, providing a customer care philosophy
that emphasizes customer satisfaction.
- Deployment of standardized operating system images,
configuration and installation of software, distribution and
tracking of all new and redeployed IT assets.
- New employee onboarding and IT orientation.
- Research and resolution of desktop support issues. Tracking,
monitoring and documentation of issues to ensure timely resolution,
reporting and history keeping.
- Effective communication with other support team members and
ability to express ideas effectively in order to make informed
decisions and foster collaboration.
- Documentation for support methods, change management, and
project implementation.
- Administration and maintenance of hardware and software
inventory database.
- Administration of incident queue to include ticket assignment
and escalation.
- Participation in after-hours on-call rotation to support our
24x7 international operation.What You'll Need
- 5+ years helpdesk/desktop support in an enterprise
environment.
- Strong analytical and problem-solving acumen.
- Effective organizational, time management and multi-tasking
skills.
- Effective communication and customer service skills, both
face-to-face and over the phone, including comfortability
communicating with employees whose first language is not
English.
- Expertise with Windows 10 and legacy desktop operating systems
in an enterprise Active Directory domain environment.
- IT certifications desired such as MCSA, MCSE and A+.
- Experience with virtualization technologies such as
Hyper-V.
- Experience in Support for Mac OS and Hardware.
- Experience with LAN/WAN TCP/IP networking.
- Experience with cloud-based services such as Office 365.
- Experience with mobile devices such as smartphones and
tablets.
- Experience with printers and VOIP phone systems.
- Experience identifying, handling and removing malicious
software.
- Must be a self-starter and work autonomously and with peers to
provide high-level customer satisfaction.
- Ability to provide solutions for issues that may not be
documented and an ability to think outside the box and creatively
solve problems.
- Willingness to travel occasionally
Keywords: Aspen Technology, Inc., Houston , Sr. Service Desk Analyst, Professions , Houston, Texas
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