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.
Top Skills
What We Do
OneSource Virtual (OSV) is the Workday partner that has helped more than 1,300 companies with everything from deployment to maintenance to payroll and more—all to make the day more doable. Founded in 2008, OSV pioneered Business Process as a Service (BPaaS) and has become the leading provider of automated solutions for organizations of all sizes using Workday, delivering services with unparalleled choices, unwavering commitment, and uncompromising care.
