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Helpdesk Analyst - Level 2
Align Communications
Job Location: Dallas, TX
Desktop Support . Dallas, Texas

Why Align

For over three decades, many of the world's leading firms have relied on Align as a trusted IT solution provider and center of excellence in IT advisory, infrastructure design, build, delivery and managed services. We are actively seeking innovative minds to establish and strengthen our team to deliver high-quality state-of-the-art technology solutions for our enterprise and boutique clients.

If you are seeking to own challenging projects for some of today's most fascinating companies while leveraging an exceptional team and long track record of success, then we want to hear from you today.

Position Overview

Align seeks an experienced and motivated Level 2 Helpdesk Analyst / Desktop Support Engineer that possesses strong client-service skills and solid desktop troubleshooting experience. This person will work on part of Align's IT Service Desk (Helpdesk) providing remote (phone) end user support for our managed services clients. Candidates must have excellent customer service, communications and desktop troubleshooting skills. Experience with the Azure stack including O365 is required. This person will work in our Texas office providing remote end user support for our clients. IT Service Desk (ITSD) Engineers will also go to local client sites in the Dallas area as needed to provide onsite, deskside support, or for upgrades and other relevant projects. This position will report to the Align Managed Services team, which provides monitoring and support services for critical and noncritical IT assets.
  • The Desktop Support Engineer will work on the remote helpdesk based out of our Dallas, TX office
  • This is a First Shift position: Monday through Friday, 9:00amto 6:00m (Central Time)
  • This is a full-time position offering a competitive salary and comprehensive benefits

  • Work as part of our IT Service Desk (ITSD) / Helpdesk providing Level 1 and 2 remote end user technical support for our managed services clients
  • Remote end user support for desktop-related technical issues
  • Work as part of our remote IT Service Desk / Helpdesk team providing remote support for our Managed Services Customers which are primarily in the Alternative Investment (Hedge Fund & Private Equity) and Retail Banking Industries
  • Work onsite in our Dallas Office, but provide remote end user support for our national help desk clients
  • Flexible to work 9:30 am to 6:30 pm if needed, and work occasional paid overtime as needed
  • Work closely with clients possessing varying levels of IT knowledge and provide technical support for users, including issues related to IP phone, desktop, connectivity and desktop applications (Microsoft Office / O365)
  • Install, upgrade and remove desktop applications
  • Application packaging
  • Desktop patching
  • Citrix administration and support
  • Install, upgrade, repair and replace user workstations
  • Inventory control of hardware and peripherals
  • Troubleshoot general computer and server problems and ensure all systems, workstations and printers are in working order and operating efficiently
  • Basic network troubleshooting
  • Troubleshoot performance issues and issues with browsers and plug-ins
  • Mobile device administration and support
  • Enterprise printing support and issue resolution
  • Enterprise application support
  • Follow defined operating procedures to ensure that clients, systems and information are properly documented and auditable
  • Perform direct follow-up with clients regarding remediation, where appropriate
  • Interface with other elements of the client support structure including tracking client issues, updating client tickets and ensuring closure
  • Proactive follow-up on escalated issues
  • Email platforms support for Exchange, Office 365 and Lotus Notes
  • Support of virtual desktop environments
  • Support for Active Directory across multiple client platforms
  • Be a team player and ensure cohesive work flows between interdepartmental teams

  • 2 to 5 years of desktop support / helpdesk experience is required
  • Ideal candidates will have worked as a helpdesk analyst providing level 2 end user support for alternative investment clients such as hedge funds, private equity firms, or family funds
  • Prior Managed Services experience is a plus
  • Candidates must be client-focused, comfortable interfacing with clients and able to maintain a high level of service
  • A bachelor's degree is preferred
  • Excellent verbal and written communication skills and the ability to be prompt and courteous
  • Must have knowledge of and experience with:
  • Windows 10, 8, and 7
  • Microsoft Office
  • Office 365 Administration (O365)
  • PC hardware and terminology
  • Backup products
  • Disk imaging platforms
  • VPN clients
  • Registry settings
  • Group Policy
  • Anti-malware products
  • Mobile device support (iPad, iPhone and Android devices)
  • Citrix
  • PowerShell scripting
  • Remote connectivity tools
  • Presence and collaboration tools (Teams/SharePoint)
  • Ethernet network topology
  • ConnectWise Automate Remote Monitoring and Management(formerly Labtech) experience is strongly preferred
  • Must be able to accommodate a flexible work schedule that may include nights, weekends or holidays as required
  • Knowledge of ticketing systems (ConnectWise preferred)
  • Knowledge of virtual contact center platforms
  • Working knowledge of Internet email (SMTP, MX records troubleshooting)
  • Working knowledge of DNS, Internet infrastructure and IP informational tools
  • Thorough knowledge of desktop operating systems (Windows 7, 8, 10) and prior migration experience highly preferred
  • Experience rebuilding workstations
  • Escalation and follow- up with third-party vendors
  • Able to present a "can-do" attitude to end users
  • Focused on client satisfaction and providing solutions
  • Strong problem-solving skills
  • Very attentive and detail-oriented
  • Ability to think critically and without supervision
  • Prior managed services, outsourcing or professional services experience is beneficial
  • Relevant certifications are a plus

About Align

Align is a dynamic and flexible place to work, offering professionals unparalleled opportunities to train in the leading technologies, make an impact within the industry and control their own destinies. We have a flawless track record of delivering technical solutions and have established long-standing relationships with an impressive client list of both Global 1000 and SMB clients.

We work across a diverse list of industries including financial services, life sciences (pharmaceutical and health care), retail, technology, media and telecommunications. We give our professionals the autonomy to pursue opportunities and manage assignments in ways that maximize their creativity and talents, leading to self-fulfillment and financial rewards.

For more details, visit .



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