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IT Service Desk Analyst II


Do something that means something at Williams. This isn’t just a job - it’s an opportunity to explore and discover your passion with coworkers who become friends and mentors who push you to be your best self in and out of the office. At Williams, we make energy happen. And you can too, so bring your energy to ours.



As IT Service Desk Analyst II, you’ll provide Application and Desktop Support services requested by inbound phone calls, email requests, and self-service web. This role will also fulfill requests for software installs using remote desktop technology as well as basic level of technical knowledge.



Your work will challenge you, and with our Core Values & Beliefs to guide you, you’ll quickly learn and grow with us.



Responsibilities/Expectations

  • Answers inbound phone calls, email requests, and self-service requests
  • Provides a high level of customer care when responding to requests for assistance
  • Assists end-users with IT requests, including break/fix issue or requests for additional services from the IT organization
  • Trouble-shoots issues within the Williams IT environment over the phone or using remote desktop management tools
  • Maintains ownership of issues through the resolution phase by providing timely feedback on progress to the end- user
  • Performs software installs via remote desktop technologies
  • Assists in maintaining the current IT Knowledge Management System by documenting solutions to issues
  • Performs basic IT related tasks on request of the end user
  • Performs multiple tasks such as answer emails while taking phone calls while maintaining a high level of customer service
  • Other duties as assigned



Education/Years Of Experience

  • Required: High School Diploma/GED and a minimum of two (2) years of helpdesk support or one (1) year of desktop support experience
  • Required: Advanced Knowledge of desktop software including Microsoft Windows and Microsoft Office



Shift/Work Hours/Travel Requirements

  • May need to work after hours, on-call rotations, or evenings



Other Requirements

  • Excellent Customer Service Skills
  • Experience with IT Ticket Management Tools (ServiceNow or another cloud based solutions)
  • Experience with Office365 and other cloud based technologies
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