OneSource Virtual (OSV) has helped more than 1,000 Workday customers take their teams from transactional to transformational with innovative technology and services for HR, payroll, and finance. Founded in 2008, OSV is the leading exclusive provider of Business-Process-as-a-Service (BPaaS) solutions for Workday, delivering services with unparalleled choice, unwavering commitment, and uncompromising support. OneSource Virtual’s global headquarters is located in Dallas, Texas, with additional locations across North America and Europe. Find your company’s solution at www.onesourcevirtual.com.

Position Summary/Objective

OneSource Virtual is seeking an IT Support Analyst who has knowledge of information technology infrastructure systems to provide support for internal customers. The ideal candidate will have a background in supporting information technology infrastructure systems, with at least 2 years of hands-on support experience.

Essential Functions/Duties/Responsibilities

Field incoming requests from end users via telephone, e-mail and the ticket system in a courteous manner.Document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue.Build rapport and elicit problem details from help desk customers.Develop and maintain strong relationships with other teams within the IT organization.Provide first-level call support for internal and external customer information technology issues.Apply diagnostic utilities to aid in troubleshooting.Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.Identifies and corrects faults and provides resolution of complex problem tickets escalated from the helpdesk.Test fixes to ensure problem has been adequately resolved.Effectively prioritize and escalate customer issues as required.

Competencies

Technical Capacity.  Communication Proficiency.Learning Orientation.  Thoroughness. Customer/Client Focus.  Excellent analytical, problem solving, and multi-tasking skills.  Able to absorb new technologies and features quickly  Exceptional interpersonal skills, with a focus on rapport building, listening, and questioning skills.  

Supervisory Responsibility

This role does not have supervisory responsibilities.

Qualifications and Experience

1+ years hands-on experience supporting end users.  Experience with Windows client operating systems.  Experience with MacOS  Experience in an Active Directory environment  Experience with Windows Server operating systems is helpful.

Preferred Skills

Technical certifications from Microsoft, Cisco, and other vendors.  

You are encouraged to learn and share ideas when you join the OneSource Virtual team. We reward innovative thinking, fresh perspectives, creative collaboration, and hard work. As an organization experiencing routine strategic growth, we are always on the lookout for intelligent, talented, and forward-thinking professionals to join our team. OSV employees enjoy a values-based culture, upward mobility, and professional development with opportunities of all kinds.