Associate Service Desk Analyst

Who we are...

Verra Mobility is a global leader in smart mobility. We develop technology-enabled solutions that help the world move safely and easily. We are fostering the development of safe cities, working with police departments and municipalities to install over 4,000 red-light, speed, and school bus stop arm safety cameras across North America. We are also creating smart roadways, serving the world's largest commercial fleets and rental car companies to manage tolling transactions and violations for over 8.5 million vehicles. And we are a leading provider of connected systems, processing nearly 165 million transactions each year across 50+ individual tolling authorities. 

 

Culture 

 

Verra Mobility Corporation is a rapidly-growing, entrepreneurial company that operates with a people-first philosophy and approach. The company lives by its core values—Do What’s Right, Lead with Grace, Win Together, and Own It—in everything it does for its customers and team members. The company seeks to grow aggressively, both organically and through acquisition, to continue to be the undisputed market leader with these five core competencies: bias for action, customer focus, teamwork, drive for results, and commitment to excellence.

Position Overview:

The Associate Service Desk Analyst is responsible for first response in answering, commenting and replying to service and incident requests that are made to the Service Desk via phone calls and emails. This position will involve multi-tasking, and various Service Desk duties with a strong focus on efficiently handling Incidents and Service Requests.  This individual will work under the guidance of senior Service Desk Analysts and the Service Desk Manager to learn our business model and suite of services we provide.

Key Responsibilities:

• Provide 1^st level technical assistance and support for incoming queries and issues related to computer systems, printers, software, and hardware through emails, phone calls, and/or ticketing system
• Effectively communicate expectations, timelines, and resolution to end users.
• Utilize and leverage resources and personnel to accomplish goals and tasks in a timely fashion
• Answer all calls from end users and manage the shared mailbox.
• Interact with employees as the first level of assistance for in office walk ups.
• Hold meetings with stakeholders during major incidents as requested.
• Gain an understanding of the business. Keep abreast of new technology systems, methods and platforms.
• Learn and maintain processes in accordance with our SOX compliance program.
• Follow documentation to fulfill request and identify gaps to improve our processes.
• Other duties as assigned
  
  

Required Knowledge, Skills, & Abilities:

• 2+ years of Service Desk related experience
• 2 years of experience supporting hardware, software, laptops and desktops
• 2+ years of proven customer service experience in person and via phone
• Provide 1^st level triage of all support tickets, emails and phone calls
• Demonstrates the ability to run a technical meeting and provide the company updates during outages and business critical events.
• Familiar with configuration, set-up, testing and troubleshooting a variety of hardware including desktops, laptops, printers, sound and video-cards, peripherals and handheld devices
• Familiar with installing, testing, and troubleshooting an array of software applications including multi-platform operating systems, third-party, and proprietary applications
• Familiar with basic troubleshooting support of LAN, WAN, Wireless, Cellular, Broadband
• Ability to handle multiple tasks concurrently and to completion
• Collaborate with team members and others outside of IT to resolve complex issues.
• Maintain a high level of professionalism and be accountable for actions
• Familiar with spyware removal, virus removal
• Ability to identify and organize tickets along with emails according to priority and forward tickets to the proper tier of technicians in the correct resolving group
• Provide afterhours support in a scheduled team rotation as needed.

 

Preferred Knowledge, Skills, & Abilities:

• Excellent customer service skill in a technology capacity by phone, email and in person
• Familiar with PowerShell and running scripts to perform daily task
• Familiar with Remote Desktop products used to troubleshoot
• Must have attention to detail
• Strong knowledge of ticket management
• Working knowledge with Active Directory
• Working knowledge with Office 365 and mailbox management
• Experience with SCCM or similar PC management platforms
• A+ Certification
• Incident Management Experience
• Bilingual
• Familiar with ITIL methodology and corporate environment
• Experience supporting/troubleshooting Apple products
• Experience supporting/troubleshooting other mobile devices