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Service Desk Analyst-Dallas, TX (28483)

Company: Fortis Solutions Group
Location: Lewisville
Posted on: May 16, 2022

Job Description:

This position can reside within any of our following Fortis locations:

Whitefish, Montana

Dallas, TX

Provo/Orem, UT

$500 sign-on bonus available!

At Fortis Solutions Group, we create outstanding labeling and packaging solutions for our customers. We are one of the countrys largest label converters serving customers nationwide from our 15 locations. As a member of the Fortis Family, you will be part of a great team that seeks to deliver industry-leading quality and service in every facet of our business. As a Fortis employee you will experience a work environment that is fun, fast-paced, inclusive, and friendly. Fortis is committed to providing a safe and healthy work environment for our employees.

Bonus terms:

Employee must be actively employed at the time of bonus payout (Upon first full paycheck with no missed time)

Bonus earnings are taxable.

Additional terms and conditions may apply. Candidates hired via outside agencies are excluded from this bonus. Limited time offer.

As the MAC Service Desk Analyst, you will serve as the first point of contact and provide support to end users for desktop application, hardware, printer, telephone, network and virtual environment issues and requests for both MAC and Windows with emphasis on MAC OS. You will work closely with our MAC and Graphics end users on a day-to-day basis to diagnose, resolve, document all issues and escalate to team members when necessary. During incident resolving process you will work with other experts, such as Network, Security, Systems team members, Vendors, and specialists to solve the incident for the customer. As the MAC Service Desk Analyst, you must possess strong communication both verbal and written, as well as organizational and problem-solving skills to provide support to all internal customers.

Essential Duties and Responsibilities:

Work with other teams to develop successful streamline support processes, troubleshooting steps and training for MAC and Graphics end users.

Install, maintain, manage, and troubleshoot Mac OS X Support.

Install, configure, and implement laptops, desktops, virtual desktops, and peripherals including scanners and printers.

Respond to service desk incidents and requests using service desk ticketing system and meet established SLAs.

Perform onboarding and offboarding tasks to include account creation, computer deployments and asset management.

Run diagnostics to discover, resolve and escalate issues to other teams with little oversight.

Imaging of new and repurposed workstations to include both Mac and Windows PC

Assist with developing, composing, and updating knowledge base articles.

Participate in a rotating on-call duty for after-hours/weekend support.


All skill levels will be considered. However, the ideal candidate will possess the following:

Education and Experience:

High school diploma, an associate degree is preferred.

At least one of the following certifications MTA, MCSA, A+, Network+, Server+ or equivalent training/experience.

Minimum of three (3) years experience as a service desk analyst in a server-client environment.

Job Knowledge, Skills, and Abilities:

Should have Knowledge of Different versions of Mac OS X

Knowledge of MDM solutions for Mac OS X

Previous service desk or call center experience.

Thorough understanding of Windows and Mac operating systems with emphasis on MAC OS.

Working knowledge of TCP/IP, DHCP, AD, connectivity, and computer troubleshooting.

Strong problem-solving abilities and the ability to effectively contribute to a team environment.

Able to collaborate effectively by phone and email with others within the organization.

Ability to prioritize and be proactive.

Organized, detail oriented.

Clear written and verbal communication skills

Training Requirements:

Desire to continuously learn and apply learning to job and company success.

Willing to attend required training courses or sessions related to the job.

Physical Demands:

Must be able to lift forty (40) pounds.

Must be able to perform routine, repetitive office functions.

Must pass a pre-employment drug test and subject to random drug screening.

Work Environment:

Regular exposure to dust and noise in the production environment.

Warehouse environment temperatures may be influenced by outside temperatures.

Travel 15% to other facilities.

Personal Protective Equipment:


Fortis Solutions Group is committed to a diverse and inclusive workplace. We are an equal opportunity employer and therefore, do not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.

Keywords: Fortis Solutions Group, Lewisville , Service Desk Analyst-Dallas, TX (28483), Professions , Lewisville, Texas

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