Associate Service Desk Analyst at Verra Mobility

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 4000 red-light speed and school bus stop arm safety cameras across North America. We are also creating smart roadways serving the worlds 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.CultureVerra Mobility Corporation is a rapidly-growing entrepreneurial company that operates with a people-first philosophy and approach. The company lives by its core valuesDo Whats Right Lead with Grace Win Together and Own Itin 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 1st 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 systemEffectively communicate expectations timelines and resolution to end users.Utilize and leverage resources and personnel to accomplish goals and tasks in a timely fashionAnswer 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 assignedRequired Knowledge Skills & Abilities:2 years of Service Desk related experience2 years of experience supporting hardware software laptops and desktops2 years of proven customer service experience in person and via phoneProvide 1st level triage of all support tickets emails and phone callsDemonstrates 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 devicesFamiliar with installing testing and troubleshooting an array of software applications including multi-platform operating systems third-party and proprietary applicationsFamiliar with basic troubleshooting support of LAN WAN Wireless Cellular BroadbandAbility to handle multiple tasks concurrently and to completionCollaborate with team members and others outside of IT to resolve complex issues.Maintain a high level of professionalism and be accountable for actionsFamiliar with spyware removal virus removalAbility to identify and organize tickets along with emails according to priority and forward tickets to the proper tier of technicians in the correct resolving groupProvide 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 personFamiliar with PowerShell and running scripts to perform daily taskFamiliar with Remote Desktop products used to troubleshootMust have attention to detailStrong knowledge of ticket managementWorking knowledge with Active DirectoryWorking knowledge with Office 365 and mailbox managementExperience with SCCM or similar PC management platformsA CertificationIncident Management ExperienceBilingualFamiliar with ITIL methodology and corporate environmentExperience supporting/troubleshooting Apple productsExperience supporting/troubleshooting other mobile devices Verra Mobility ValuesAn ideal candidate for this role naturally works in alignment with the Verra Mobility Core Values:Own It. We focus on high performance and drive toward breakthrough outcomes. Our employees ensure accountability optimize and align work focus on the customer and cultivate innovation.Do Whats Right. We champion integrity and good character. Our team members model ethical behavior demonstrate good judgment and are courageous.Lead with Grace. We express humility and compassion and we are authentic and candid. Our employees demonstrate self-awareness care for others instill trust and communicate effectively.Win Together. We believe in growing and inspiring people together. We seek people who collaborate value differences think and act globally foster an engaging work environment and recognize and develop others. With your explicit consent which you provided as part of the application process we will retain candidate personal data solely for the business purpose for which it was no event will we retain such data more than two (2) years following the closure of the recruitment process relating to the role for which you applied or in the event other related job opportunities arise within the company. Verra Mobility Applicant Privacy NoticeVerra Mobility is an Equal Opportunity Employer. Qualified applicants will receive consideration for employment without regard to race color religion sex national origin sexual orientation gender identity disability or protected veteran status..Required Experience:IC Key Skills Editorial,Catering,B2C,Camp,Computer Engineering Employment Type : Full Time Experience: years Vacancy: 1