Service Desk Analyst II

UDT is a national technology solutions provider that helps organizations modernize, connect, secure, and manage their technology environments. Serving commercial enterprises, state and local governments, and educational institutions, UDT delivers endtoend solutions across managed services, cybersecurity, networking, cloud, and endpoint lifecycle services. Founded in 1995 and headquartered in Miramar, Florida, UDT supports clients nationwide with a growing team of more than 400 professionals.

This is a full-time on-site position; located in Miramar, Florida.

Service Desk Analyst IIThe Service Desk Technician is responsible for handling level two support of service requests. This relates to all technology, which includes workstations, servers, printers, networks, and vendor specific hardware and software.

Accountabilities and Responsibilities:

IT Support relating to technical issues involving core business applications and operating systems Support of disaster recovery solutions. Technical support at the network level: WAN and LAN connectivity, routers, firewalls, and security.

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 UDTs Professional Service Automation (PSA) toolCommunication with customers is 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.

Identifies, researches, and resolves technical problems.

Responds to telephone calls, emails, and personnel requests for technical support.

Documents, tracks, and monitors of the problem to ensure a timely resolutionFamiliar with a variety of field 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 UDTs product solutions questions for prospects/customers technical liaisons; resolve prospects technical questions/issues and overcome objections to purchasing network infrastructure technology. Interface with customers 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. Receive escalations from Service Desk Analyst I.Escalate service requests that require higher engineer level support.

Responsible for entering time and expenses in UDTs Professional Service Automation (PSA) tool.

Responsible for submitting timesheets weekly in a timely manner.

Understand processes in UDTs Professional Service Automation (PSA) tool by completing assigned training materials.

Enter all work as service tickets into UDTs Professional Service Automation (PSA) tool.

Performs other duties as related to job scope and responsibilities and business.

Education/Experience:

Bachelors degree or equivalent combination of education and experience in Information Technology, Computer Science or related field.5+ 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 5+ years of experience in a Windows-based environment(s) and 2+ years of experience with Macs.5+ 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 MSCA, MSCE, Citrix CCEA or CCIA, Azure Administrator and VMWare VCP.

Knowledge, Skills, & 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 organizations key IT services for which support is being providedUnderstanding 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 UDTs HQ office or Remote, travel may be required.

This position is a rotational role where the candidate may be either doing phone support at UDTs headquarters, remote or be dispatched onsite at our Managed Services customers in South Florida. 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. Work Environment & Schedule Daily onsite at designated customer locationWhat 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