Reports To: Manager, IT Support Services

Department: Information Services

Classification: Hourly

Location: McKinney, Texas

Prepared By: Senior Manager, IT Support Services

Prepared On: November 1, 2020

The SRS Service Desk Analyst II (“Service Desk Analyst”) works as an integral part of the Information Services Team to provide outstanding customer service and support for all users in our Corporate and Branch locations.  The Service Desk Analyst is the first line of support for all technical issues submitted to the Service Desk.

Duties and Responsibilities:

• Provides Tier 1-2 service to all users in our Corporate office location, as well as all Branch locations for all divisions

• Responds promptly and within determined SLA to requests assigned via ITSM work order, email request, chat/text, phone calls, voicemail and other forms of communication

• Ensures all Service Desk Requests are documented and tracked via Work Orders per established standards

• Follows through on all assigned Work Orders in a timely manner to meet/exceed customer expectations and within established SLA

• Conducts Active Directory end user maintenance (unlocking accounts and password resets)

• Effectively troubleshoots and triages customer hardware and software issues (and escalates in accordance with established processes and procedures)

• Follows established standards for deployment of hardware and software

• Assists with Team Projects and travel (as needed)

• Participates in a balanced after-hours On Call rotation

• Provides training and assistance to teammates where information sharing is needed

• Proven punctuality as defined by management provided schedule

  Education and Experience:

  High-school diploma or general equivalency diploma (GED) with three years related desktop administration experience.  Experience with remote offices/users helpful. Excellent written and verbal communication skills.

  Computer Skills:

  To perform this job successfully, an individual must have intermediate technical knowledge and familiarity with

• PC software to include Microsoft Windows and Microsoft Office

• Troubleshooting skills and techniques

• Computer Hardware

• Mobile software to include iOS and AndroidOS

  In addition, excellent troubleshooting skills are required using various toolsets such as browser search engines, systems administration tools, and scripting and automation tools.

  Certificates and Licenses:

  Valid driver's license required . Microsoft/CompTIA certifications preferred.

  Able to work in our environment:

• Indoor Office, Indoor Warehouse, and Outdoor Warehouse (yard) working environment

• Occasional long periods of sitting and standing

• Long periods of computer phone and technology utilization

• Must be able to lift, carry, push or pull up to 25 lbs.

• Position requires regular interaction with employees at all levels of the company

• Travel requirement up to 25%

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Job Location: SRS Distribution - McKinney

7440 State Highway 121 McKinney, TX 75070-3104

Equal Opportunity Employer.

Veteran Friendly Employer. SRS Distribution believes in hiring military veterans at any level for any position. We know your service trained you in many of the areas we value, such as; leadership, teamwork, performance, integrity, and safety. If your experience matches our requirements, we want you to apply today.

• Competitive salaries for all team members paid weekly

• Private Stock Ownership

• Equity Growth Incentive Plan (after 6 months of employment)

• 401(k) Retirement Plan with company matching

• Paid Vacation, Sick Time, Holidays, Birthday, and Floating Holidays

• Paid Parental Leave

• Medical, Dental and Vision Benefits

• Flexible and Dependent Care Spending Accounts

• Company paid Life insurance and Short-Term Disability

• Additional Life Insurance and Long-Term Disability also offered

• Safety Program with Bonuses for our Drivers

• Employee Referral Bonus Program

  SRS Distribution Inc. consists of a family of industry-leading, independent roofing distributors. SRS has grown rapidly through acquisitions and the opening of multiple new locations since the February 2008 inception. This continual growth has established SRS as one of the fastest growing building products distribution companies in the U.S. The goal of SRS is to form the strongest national network of independent roofing and building product distributors with the most talented team of people working together to deliver the industry's best products and services. In addition to our commitment to customer focus, SRS strives to become the preferred employer in the industry with highly motivated and engaged employees operating in an entrepreneurial culture where the corporate office works for the field and not the reverse. Make money, have fun and give back with us! Find out more at www.srsdistribution.com.

As an Equal Employment Opportunity (EEO) employer SRS Distribution Inc., including all its subsidiaries, provides job opportunities to qualified individuals without regard to actual or perceived race, color, creed, religion, national origin, sex, gender, age, disability, gender identity, sexual orientation, citizenship status, uniform service, veteran status, marital status, genetic information, physical or mental disability, or any other characteristic in accordance with applicable federal, state, and local EEO laws.If you are an individual with a disability or a disabled veteran and require a reasonable accommodation in applying for any posted position, please contact Human Resources at US: 803.877.7232, or by email to: Application.Assistance@srsdistribution.com with the nature of your accommodation request and include the Business name, location and title of the job opening. Please allow one (1) business day for a reply.

All candidates for employment must successfully complete pre-employment drug testing (where applicable) and background verification before employment is finalized.