WorldStrides is looking for a Service Desk Analyst II - Deskside to provide initial Service Desk support and onsite deskside assistance for our team. You'll be the first point of contact for internal clients, focusing on first contact resolution in a fun and driven environment committed to experiential learning.
What You'll Do
- Provide the initial line of Service Desk support for internal clients with the goal of first contact resolution.
- Respond to inbound calls, field email requests, create Service Requests, and document incidents within the ITSM platform.
- Provide remote phone-based support in a heterogeneous technology environment.
- Create Distribution Lists, Shared Mailboxes, and Teams through Exchange/Office 365.
- Support all IP Phone based systems including Avaya, Teams, and RingCentral platforms.
- Support installation and configuration of various software including VPN, Salesforce, Microsoft Dynamics CRM, Zscaler, Adobe, and proprietary software.
- Troubleshoot remote and onsite hardware problems including local office and remote home configurations/peripheral set up.
- Escalate issues to additional IT resources/tiers, management, or 3rd party vendors.
- 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.
What We're Looking For
- 2+ years of experience in a Technical Support or similar role.
- 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 and logical thinking.
- Up-to-date technical knowledge and 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 and a positive attitude.
Nice to Have
- CompTIA A+, Microsoft, or ITIL certifications.
- Knowledge of Microsoft Azure is preferred.
Technical Stack
- Software: Microsoft Productivity Suite, Exchange/Office 365, Microsoft operating systems, Microsoft Azure, Global Protect VPN, Salesforce, Microsoft Dynamics CRM, Zscaler, Adobe, Proprietary software
- Hardware: Dell hardware, Apple hardware, Canon & Konica Minolta multi-function printers, HP desktop printers
- Platforms: Avaya, Teams, and RingCentral
Team & Environment
You'll join a team that operates with a shared weekly On-Call rotation.
Benefits & Compensation
- 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, and 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 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.
Work Mode
This is a hybrid position based out of our office at 5301 Southwest Parkway Suite 200 Austin, TX.
As an Equal Opportunity Employer, WorldStrides is committed to building a diverse workforce, supported by an environment that promotes inclusion and belonging. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.
