Service Desk Analyst II

UDT is a leading technology enabler, dedicated to empowering businesses across major industries with innovative solutions. We specialize in evaluating, architecting, securing, and managing technology—whether it's on the go, in the rack, or in the cloud. Our comprehensive offerings include technical, professional, cybersecurity, and managed services, ensuring that our clients are equipped with the tools and expertise needed to thrive in today's fast-paced digital landscape.

This is a full-time hybrid position; however, you must reside near Miramar, Florida

Service Desk Analyst II

The mission of the Service Desk Analyst is to be directly responsible for handling first level support of service requests. This relates to all technology, which includes, workstations, servers, printers, networks, and vendor specific hardware and software.

Responsibilities:

• IT Support related to technical issues involving core business applications and operating systems.
• Support of disaster recovery solutions.
• Basic technical support at the network level: WAN and LAN connectivity, routers, firewalls, and security.
• Basic remote access solution implementation and support: VPN, Terminal Services, AWS, Azure and Citrix.
• Monitor the remote monitoring and management system alerts and notifications and respond accordingly through service tickets.
• System documentation maintenance and review in UDT’s Professional Service Automation (PSA) tool.
• Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages.
• Provides support to end users on a variety of issues.
• Identify, research, and resolve technical problems.
• Responds to telephone calls, emails, and personnel requests for technical support.
• Documents, tracks, and monitors the problem to ensure a timely resolution.
• Familiar with a variety of the field's concepts, practices, and procedures.
• Participate in discovery sessions with prospects and customers to gather and understand their technical and functional requirements.
• Execute Managed Services functions as needed on a rotational shift.
• Engage with customers onsite via our Co-IT Managed Services offerings.
• Be available for on call support when scheduled.
• Be available to work when schedule.
• Resolve UDT’s product solutions questions for prospect’s/customers technical liaisons; resolve prospects technical questions/issues and overcome objections to purchasing network infrastructure technology.
• Interface with customer’s executives and technical representatives, UDT partners, and all levels of UDT employees.
• Improve customer service, perception, and satisfaction.
• Fast turnaround of customer requests.
• Ability to work in a team and communicate effectively.
• Work with the Service Desk Dispatcher to ensure requests are routed to the proper resource to be resolved quickly and efficiently.
• Escalate service requests that require a higher engineer level support.
• Responsible for entering time and expenses in UDT’s Professional Service Automation (PSA) tool.
• Responsible for submitting timesheets weekly in a timely manner.
• Understand processes in UDT’s Professional Service Automation (PSA) tool by completing assigned training materials.
• Enter all work as service tickets into UDT’s Professional Service Automation (PSA) tool.
• Performs other duties as related to job scope and responsibilities and business.

Education/Experience:

• Equivalent combination accepted.
• Bachelor’s degree in a related field is a plus.
• Current Microsoft specific sales certifications.

Experience / Technical Requirements:

• Bachelor’s degree or equivalent combination of education and experience in Information Technology, Computer Science or related field
• 2 years of hands on/phone support work experience in a technical support role with customer service skills in a fast paced and dynamic environment.
• Troubleshooting skills with 2 years of experience in a Windows-based environment(s) and 1 years of experience with Macs.
• 2 years of working knowledge and diagnosis skills of Hardware/Software such as: Laptops and Desktops Computer Networking, Network Printers, Scanners, Ethernet, LAN/WAN, AD, DNS, Microsoft Office Applications, Citrix, AWS, AZURE, VMWare, Internet Protocols, Wireless Networking Protocols, Ticketing Systems, and VoIP Phone system.
• Professional IT Certifications, such as: Certifications in A , Network , Microsoft MCT/MCSA, Azure Fundamentals.
• Other Skills and Abilities
• Advanced understanding of operating systems, business applications, printing systems, and network systems.
• Interpersonal skills: such as telephony skills, communication skills, active listening and customer-care.
• Diagnosis skills of technical issues.
• Ability to multi-task and adapt to changes quickly.
• Ability to work in a team and communicate effectively.
• Technical awareness: ability to match resources to technical issues appropriately.
• Service awareness of all organization’s key IT services for which support is being provided.
• Understanding of support tools, techniques, and how technology is used to provide IT services.
• Typing skills to ensure quick and accurate entry of service request details.
• Self-motivated with the ability to work in a fast moving environment.
• Although this position is based out of the HQ office or Remote, travel to client sites will be required.
• This position is a rotational role where the candidate may be either doing phone support at headquarters, remote or be dispatched onsite to our Managed Services customers in Cherokee, Oklahoma.
• Strong verbal and written communication skills in the English language with Bilingual (Spanish or Portuguese) preferred.
• This position is rotational and may require schedule flexibility.

What UDT offers you

Join us and be part of an inclusive, energizing, and collaborative environment. UDT is an Equal Opportunity Employer who is committed to workforce diversity. Qualified applicants will receive consideration without regard to age, race, color, religion, sex, sexual orientation, disability, or national origin. In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification form upon hire.

Employment is contingent upon successful completion of background and pre-employment drug screen. UDT is not currently hiring individuals for this position who now or in the future require sponsorship for employment visa status