Service Desk Analyst II

SRS Distribution, a wholly owned subsidiary of The Home Depot, currently operates under a family of distinct local brands encompassing more than 760 locations across 47 states. For more information, visit www.srsdistribution.com. 

Location:  

• This is an onsite position. Our corporate office is located 7440 S. Hwy 121 McKinney, TX 75070 

What you’ll Do: 

The Service Desk Analyst is a critical member of the Information Services Team, delivering exceptional user experience and technical support to all users across Field Support Services (FSC) and Branch locations. As the frontline for technical inquiries, you'll be the first point of contact for resolving user issues.

• User Support:
• Primary phone taker for technical inquiries (all channels: phone calls, voicemail, chat/text, email).
• Actively listen to user concerns and diagnose issues (Tier 1-2 service for FSC and Branch locations across all divisions).
• Respond promptly and within determined SLA to all user requests submitted via ITSM tools, email request, chat/text, phone calls, voicemail, and other forms of approved communication.
• Technical Problem Solving:

• Utilize AI-powered knowledge management tools and troubleshooting resources to effectively troubleshoot hardware and software issues.
• Triage complex issues and escalate to the appropriate team member or resource following established processes and procedures.
• Ensure all Service Desk Requests are documented and tracked via Work Orders per established standards.
• Follow through on all assigned Work Orders in a timely manner to meet/exceed customer expectations and within established SLA.
• Conduct Active Directory end user maintenance (unlocking accounts and password resets).
• Follow established standards for deployment of hardware and software.

• Mobile Device Support:

• Troubleshoot and diagnose issues related to mobile devices (phones, tablets) including operating systems, applications, and connectivity.
• Assist users with mobile device security and data management.

• Knowledge Base Management:

• Champion Knowledge Centered Service (KCS): Contribute to the Knowledge Base following KCS principles to ensure information is accurate, up-to-date, and readily accessible for both users and colleagues.
• Capture and document knowledge gained while resolving user issues.
• Collaborate with colleagues to continuously improve the Knowledge Base.

• Collaboration and Teamwork:

• Collaborate with colleagues across IT for seamless issue resolution.
• Assist with Team Projects and travel (up to 25% of the time).
• Participate in a balanced after-hours On Call rotation.
• Provide training and assistance to teammates where information sharing is needed.

• Professional Development:

• Maintain knowledge of modern technologies like cloud applications and mobile device management (MDM) solutions.
• Stay up to date on best practices and industry standards, such as KCS, ITIL, etc.

• Technical Skills:

• Proficiency with PC software (Microsoft Windows, Microsoft Office) and mobile platforms (iOS, Android).
• Proficiency with end user hardware (Laptops, Desktop, Mobile Devices, etc).
• Familiarity with cloud applications and MDM solutions (such as Intune).
• Excellent troubleshooting techniques using various toolsets such as browser search engines, systems administration tools, and scripting/automation tools.

Requirements We Look For:   

• Education: High school diploma or GED.
• Experience: Three years of experience in technical support with both remote and in office users. Proven ability to leverage AI and knowledge management tools. Understanding of KCS principles and practices (preferred).
• Valid driver's license required.
• Microsoft/CompTIA certifications preferred.
• HDI certifications preferred.

Work Environment:

• Work Location: Hybrid environment with a mix of office, indoor warehouse, and outdoor warehouse (yard) settings.
• Physical Demands: Occasional need for extended sitting or standing, and the ability to lift, carry, push, or pull up to 25 lbs.
• Technology Utilization: Extensive use of computers, phones, and various technologies.
• Collaboration: Regular interaction with employees and teams at all levels within the company.

Qualities that Stir our Souls (and make you stand out): 

• Strive for First Call Resolution (FCR) whenever possible, delivering exceptional customer service through clear communication.
• Maintain proven punctuality as defined by management provided schedule.
• Excellent written and verbal communication skills.
• Strong analytical and problem-solving abilities.
• Ability to work independently and prioritize tasks in a fast-paced environment.
• Commitment to continuous learning and staying up to date on technical advancements.

SRS Perks & Benefits:  

• Weekly Pay 
• Day One 401(k) Plan participation with Generous Company Match 
• Generous Paid Time Off, Holidays, Birthday, and Floating Holidays…. and more  
• Paid Parental Leave 
• Medical, Dental and Vision Benefits 
• Employee Referral Bonus Program 

Our Culture that Inspires You to Click and ‘Apply’: SRS Culture