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IT Analyst (Support Services Technician) in Lewisville, TX at Presidio, Inc.

Date Posted: 9/9/2018

Job Snapshot

Job Description

At Presidio, we think, architect, implement and support the practical reality of IT every day.  We bring together the best minds in the industry to deliver IT excellence and support the answers to our clients’ IT challenges.  As one of the largest IT-as-a-Service solution providers in the U.S., we combine experience and stability with regional expertise and the unique ability to cover local and global business needs. For more information about Presidio visit our website

We have an exciting opportunity for a Support Services Technician to join our team.  This position is primarily responsible for supporting our internal employee base by performing the following duties.  This role can reside in any of the following Presidio locations:  Hauppauge, NY/Lewisville, TX/Woburn, MA/Fulton, MD/Plymouth Meeting, PA.

Job Responsibilities:

  • Answers, evaluates, and prioritizes ticket requests for assistance from internal users experiencing problems with hardware, software, networking, and other computer-related technologies.
  • Communicates with end users through phone, email and service management system.
  • Identifies, evaluates, and prioritizes end user problems and concerns to ensure that inquiries are resolved appropriately, escalating if necessary through a defined escalation process.
  • Handles problem recognition, research, isolation, resolution and follow-up for routine end user problems, escalating more complex problems when necessary.
  • Accurately and fully documents all troubleshooting and resolution steps within the service management system.
  • Manages incident lifecycle from start to finish.
  • Actively monitors the team queue for alignment with SLAs.
  • Creates documentation and article submission for the Knowledge Base.
  • Onboarding/off boarding employees.
  • Performs related work as assigned
Required Skills:
  • We seek a Bachelor’s degree or equivalent experience and/or military experience
  • You have previously supported o365 products
  • You have equivalent certification/work experience in a Service Desk or IT support role
  • We seek a minimum of 2-5 years’ experience in a Service Desk or IT support role supporting Windows and Mac hardware and software in a corporate environment
  • You possess technical certifications such as A+, Network+, CCENT, MCP, MTA, MCSA, HDI-SDA, ITIL Foundations are a plus.
  • You are highly proficient with supporting Microsoft and Apple environments, including Windows and OSX operating systems and Office applications.
  • We seek previous experience with company escalation policy.
  • You have extensive customer service experience along with excellent verbal and written communication skills.
  • You have thorough troubleshooting skills with an aptitude for root cause analysis.
  • Interpersonal skills to interact with customers and team members.
  • You possess excellent time management and organizational skills.
  • You have the ability to work and prioritize well in a fast-paced, dynamic atmosphere, quickly tackling difficult issues with ease.
  • You are resourceful and highly self-motivated.

Knowledge, Skills & Abilities:

  • Knowledge of ITIL Framework standards and methodologies.
  • Full working knowledge of various components of IT infrastructure including remote access (VPN), desktop environments, and wireless devices.
  • Experience working with company proprietary software and flexibility to become proficient in supporting.
  • Proficient with internal ticketing systems.
  • Knowledge of hardware setup, configuration, installation, support, and repair.
  • Good troubleshooting skills.
  • Ability to work independently when assigned a task and follow it through to completion.
  • Ability to make sound, quick decisions to recover application availability to customers.
  • Ability to work in a team and independently fix issues with little or no supervision.
  • Good communication skills and the ability to work well with others.
  • Detail and process oriented individual.
  • Ability to work in fast paced environment.




Presidio, Inc. is an Equal Opportunity/Affirmative Action Employer/ VEVRAA Federal Contractor.  All qualified candidates will receive consideration for this position regardless of race, color, creed, religion, national origin, age, sex, citizenship, ethnicity, veteran status, marital status, disability, or any other characteristic protected by applicable federal, state and local statutes, regulations and ordinances.

To read more about employment discrimination protections under federal law, please visit:

If you have any difficulty using our online system and need an accommodation in the job application process due to a disability, please send an email to for assistance.

Presidio, Inc. is a VEVRAA Federal Contractor requesting priority referrals of protected veterans for its openings.  State Employment Services; please provide priority referrals to 

RECRUITMENT AGENCIES PLEASE NOTE: Presidio has a strict PSL in place and will only accept applications from agencies/business partners that have been invited to work on this role through the Presidio portal.  Candidate Resumes/CV's not submitted through the Presidio portal or submitted directly to Hiring Managers will be considered unsolicited and will be treated as gifts and no fee will be payable. Thank you for your cooperation.