job summary:
Are you a troubleshooting expert who thrives in a fast-paced, global environment? We are seeking a highly skilled Service Desk Analyst to join a premier global organization. In this role, you will be the backbone of technical support, ensuring operational continuity for a diverse user base while specializing in the optimization and support of Dynamics 365 (D365).
Reporting to the Global Service Desk Manager, you will take full ownership of the incident lifecycle-from initial logging to final resolution-upholding strict SLAs to minimize business downtime.
location: Charlotte, North Carolina
job type: Permanent
salary: $60,000 - 65,000 per year
work hours: 8am to 5pm
education: High School
responsibilities:
- Incident Lifecycle Management: Efficiently log, track, and resolve IT incidents within enterprise ticketing systems, ensuring all actions align with established SLAs.
- D365 Subject Matter Expertise: Act as a key point of contact for Dynamics 365 (F&O) queries, troubleshooting system issues, and escalating complex problems to ensure seamless financial and operational workflows.
- Global Multi-Channel Support: Deliver high-touch technical assistance via phone, email, and ticketing platforms to a global workforce across multiple time zones.
- Hardware & Asset Management: Provision, configure, and maintain IT equipment (Laptops, Desktops, Peripherals) for both Windows and macOS environments to support smooth employee onboarding.
- Documentation & Knowledge Sharing: Author and update self-help resources and internal knowledge base articles to empower users and streamline team resolution times.
- Cross-Functional Collaboration: Partner with internal departments and external vendors to drive swift resolutions for complex network, software, or hardware issues.
qualifications:
- 5+ years of experience in a Service Desk or IT Support role, ideally within a global or enterprise-level environment.
- Strong hands-on experience with Active Directory, Office 365, SharePoint, and Microsoft Teams.
- Proven experience troubleshooting and supporting Dynamics 365 Finance & Operations. - Nice to Have
- Technical Certifications: CompTIA A+, Microsoft Certified: Modern Desktop Administrator Associate, or similar credentials. - Nice to Have
Equal Opportunity Employer: Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status.
At Randstad Digital, we welcome people of all abilities and want to ensure that our hiring and interview process meets the needs of all applicants. If you require a reasonable accommodation to make your application or interview experience a great one, please contact
Pay offered to a successful candidate will be based on several factors including the candidate's education, work experience, work location, specific job duties, certifications, etc. In addition, Randstad Digital offers a comprehensive benefits package, including: medical, prescription, dental, vision, AD&D, and life insurance offerings, short-term disability, and a 401K plan (all benefits are based on eligibility).
This posting is open for thirty (30) days.
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