IT Support Analyst Dallas, TX

IT Support Analyst Responsibilities:Field incoming help requests from end users via telephone and e-mail in a courteous mannerEnsure all requests from users are logged and escalation procedures are followedMaintain problem status/resolution information in ticketing databaseEnsure SLAs are met by reviewing the Help Desk inbox and ticketsEscalate issues and collaborate with the appropriate IT teams to find resolutionsUpdate Help Desk knowledge base with accurate and up-to-date informationTroubleshooting problems with Windows based workstations, custom applications, email, network and peripheral equipmentTroubleshoot Android and Apple iOS software issuesMaintain expert level knowledge of the platform’s operating systems, standard applications, and computer hardware solutionsWork overtime as requiredPerform other duties as assigned Qualifications:College degree required in a technology discipline (preferred)Two years' professional experience supporting end user equipment in a high volume corporate or law firm environmentMust have excellent customer service skills, communication skills and be a team playerMust possess a solid understanding of PC hardware/peripheral devices, Active Directory, standard operating systems (Windows 7/10) and Microsoft Office applicationsExperience supporting mobile technologies iOS and Android