Notes To Applicants
- This position is eligible for full-time remote work in Texas, or North Carolina, or, in the alternative, to work in accordance with Dimensional’s office- first hybrid approach which involves working in the office on Tuesdays, Wednesdays and Thursdays, and the choice to work in the office or remotely, depending on what is best for your work day, on Mondays and Fridays.
- Resumes and portfolios (when applicable) are required as part of your application. When applying from a mobile device or tablet, you may not be able to attach a resume. If you cannot include an attachment at the time of your application, you will receive a follow up email asking you to attach your resume from a computer.
- Here at Dimensional, we strive to be an inclusive workplace for all. Even if you do not match every qualification listed, if you are interested in who we are, what we do, and why we do it, we suggest and encourage you to apply.
- If you require reasonable accommodation in completing this application, interviewing, or otherwise participating in the employee selection process, such accommodation is available upon request.
Job Description
About Dimensional:
Dimensional was built around a set of ideas bigger than the firm itself. With confidence in markets, deep connections to the academic community, and a focus on implementation, we go where science leads, and continue to pursue new insights, both large and small, that can benefit our clients.
We are looking for a Senior Service Desk Analyst to join our team. The ideal candidate will possess strong technical skills and the ability to influence peer analysts in their daily activities, with an emphasis on improving operational performance and effectiveness. This role will support the centralized 24x7 global Service Desk (Level 1) function by providing assistance primarily via telephone and remote utilities.
You may be a fit for this role if you:
- Are open-minded, curious, and resourceful.
- Are passionate about/staying current with modern technologies.
- Solve problems systematically and transparently.
- Share ideas, solicit/integrate feedback, design and solve collaboratively.
- Demonstrate automation and security mindsets.
What You Might Work On
As a Senior Service Desk Analyst, you will provide Level 1 technical support to employees located at each of the firm’s 13 offices. The Senior Service Desk Analyst will have responsibility for hands-on operational activities including identification, prioritization, and resolution of end-user reported incidents and requests. Leveraging your technical skills as a senior analyst, you will be instrumental in assisting junior analysts in the investigation of issues and you will foster an environment of continuous improvement.
- Field incoming requests to the Global Service Desk via telephone, chat, and e-mail, and ensure balanced assignment of tasks to team members using a service desk ticketing system.
- Assist junior analysts in the investigation and resolution of issues, ensuring continued service delivery and customer experience expectations are met.
- Assist the Service Desk Lead in meeting service level targets by ensuring that all requests from users are logged and correct procedures are followed.
- Perform in a senior technical analyst capacity, ensuring courteous, timely, and effective resolution of end-user technical issues within the environment.
- Produce reports using ServiceNow and ACD providing an overview of operations to support a continued service improvement model.
- If required, serve as a backup to the Service Desk Lead in performing quality control audits, evaluating team output, providing feedback, and managing shift staffing levels.
- Contribute to the creation of knowledge documents with participation in reviewing submitted articles.
- Perform all other duties as assigned by management.
Qualifications
- 4 years or more experience in working within a technical support role, including proven and demonstrable PC (desktop, laptop, mobile devices), printer, monitor, phone, and other IT hardware troubleshooting skills.
- 4 years or more experience with Microsoft technologies, including Windows 7/10 Operating Systems, Active Directory, Microsoft Office/Office365, Intune, Microsoft Teams, and Exchange Management Console.
- Demonstrated experience in using a ticketing system to manage workload for self and team.
- Understanding of SLA’s & Metrics critical to Service Desk Operations, and ability to produce and analyze metrics reporting using service management software.
- Excellent customer service skills including being proactive, friendly, and approachable while maintaining composure in tense situations.
- Passion for leading, coaching, influencing, and training others.
- Excellent organizational and problem-solving skills
Preferred Competencies
- Experience with ServiceNow and ACD for ticketing and reporting.
- Experience providing support to Apple/Mac products.
- Experience with SCCM, JAMF, and Linux.
Dimensional offers a variety of programs to help take care of you, your family, and your career, including comprehensive benefits, educational initiatives, and special celebrations of our history, culture, and growth.
It is the policy of the Company to provide equal opportunity for all employees and applicants. The Company recruits, hires, trains, promotes, compensates, and administers all personnel actions without regard to actual or perceived race, color, religion, religious practice, creed, sex, sex stereotyping, pregnancy (which includes pregnancy, childbirth, and medical conditions related to pregnancy, childbirth, or breastfeeding), caregiver status, gender, gender identity, gender expression, transgender identity, national origin, age, mental or physical disability, ancestry, medical condition, marital status, familial status, domestic partnership status, military or veteran status or service, unemployment status, citizenship status or alienage, sexual orientation, status as a victim of domestic violence, status as a victim of stalking, status as a victim of sex offenses, genetic information, political activities or recreational activities, arrest or conviction record, salary history, natural hairstyle or any other status protected by applicable law except as otherwise required or permitted by law or regulation applicable to the Company or its affiliates.
