Dell Federal IT Service Desk Analyst in Austin, Texas
Federal IT Service Desk Analyst
Dell provides the technology that transforms the way we all work and live. And more than a technology company — we are a people company. We inspire, challenge and respect every one of our over 100,000 employees, and provide them with growth and development opportunities. We can wait for you to discover for yourself as part of our team.
As a Service Desk Analyst with our Federal IT OPS Team, you will be responsible for providing 1st and 2nd level support to Dell Federal Staff located throughout the United States. As a team member, you will directly interact with and support Dell Federal employees that support Federal customers. Your keys to success are being goal driven, with an investigative mind and the ability to think “outside the box”, as well as being an effective and reliable team player with excellent interpersonal skills and a customer service oriented mindset:
Provide first point of contact for end users that are seeking technical assistance over the phone, via email or in person, while providing ongoing communications with end users regarding individual or environmental wide incidents
Able to work with end users with all levels of technical knowledge and log incidents for end users that call in to a phone queue requesting assistance
Diagnose and repair end user system hardware, software issues, end user network problems, print and fax issues
Adhere to Service Desk Standard Operating Procedure and to Service Desk SLAs (Service Level Agreements)
Be a liaison among cross functional teams to provide support to end users
Upgrade / install end user hardware and software
Maintain complete and current inventory of all Federal fixed assets
Drive policy and procedure information communications to Dell Federal employees, while ensuring Dell Federal standards and policies are upheld
Provide “Eyes on Glass” with Dell Federal Monitoring Tools to proactively diagnose issues, alert Application / Infrastructure Teams of an issue, or resolve where appropriate
High school or equivalent diploma
Experience with MS Office and MS Business applications
Knowledge of Dell Latitude System line
Strong Windows OS troubleshooting, diagnostic and configuration skill
Working knowledge with troubleshooting, diagnosing and configuring network services
Working knowledge of VOIP/Telephony systems
A+, MCP, or MCSE Certificate
ITIL V3 Foundation
We offer highly competitive salaries, bonus programs, world-class benefits, and unparalleled growth and development opportunities — all to create a compelling and rewarding work environment.
If you can offer expert knowledge of applications programming and design, this is your opportunity to develop with Dell.
Dell is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at Dell are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV Status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. Dell encourages applicants of all ages. Dell will not tolerate discrimination or harassment based on any of these characteristics. Learn more about Diversity and Inclusion at Dell here .