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Service Desk Analyst

3 months ago

Redwood City, California, United States TEKsystems Full time

We are looking for a Service Desk Analyst to join our team at TEKsystems If you enjoy providing top-notch customer service, staying calm under pressure, and being a great team player, then this role might be a perfect fit for you.



JOB PURPOSE:

As a Service Desk Analyst, you will provide technical support to end-users for computer hardware, software, network, collaboration, communication, and productivity tools using various channels like phone, live chat, remote desktop, and messaging. Keeping a record of customer interactions and escalating complex issues when necessary will also be part of your responsibilities.


CORE DUTIES:
  • Respond to requests for technical assistance related to hardware, software, peripherals, and networking.
  • Resolve basic end-user problems and escalate when needed.
  • Install, configure, and troubleshoot computing and communication devices.
  • Manage system alerts, work queues, back-ups, and recovery activities.
  • Implement security standard methodologies.
  • Ensure users have the necessary resources.
  • Perform other assigned duties as required.

MINIMUM REQUIREMENTS:
Education & Experience:

Experience with different operating systems and computing devices. Installing and configuring desktop computer systems and applying diagnostic techniques for troubleshooting are essential skills for this role.


Knowledge, Skills, and Abilities:
  • Strong communication and interpersonal skills.
  • Ability to deliver excellent client service.
  • Proficiency in diagnostic techniques for troubleshooting.
  • Knowledge of information technology standard methodologies, especially security practices.
  • Familiarity with ITSM Ticketing systems and remote desktop tools.

PHYSICAL REQUIREMENTS:
  • Perform desk-based computer tasks.
  • Engage in various physical activities like sitting, using a telephone, lifting, bending, and standing.
  • Occasionally handle objects weighing between 21-40 pounds.
  • Perform additional physical tasks as needed.
  • Reasonable accommodations will be provided to employees with disabilities if required by law.

Skills:
Help desk, Help desk support, Service desk, Support, Customer service, Troubleshooting, Ticketing system, macOS, Technical support, Windows, Phone support, Active directory, Windows 10, ServiceNow, Password reset, O365

Additional Skills & Qualifications:
Essential traits include excellent personality and communication skills, high levels of customer service, and empathy for end users.

Experience Level:
Intermediate Level

About TEKsystems:

At TEKsystems, we are dedicated to partnering with our clients to bring their ideas to life in a rapidly evolving world. With a massive team collaborating with thousands of clients, we strive to drive change and innovation across North America, Europe, and Asia.

As a leading provider of Full-Stack Technology Services and Talent Services, we thrive on working with visionary leaders to create impactful transformations. Join us in the journey of driving real change together.

TEKsystems is part of the Allegis Group.

The company is committed to diversity and equal opportunity employment, considering all applications without regard to various factors such as race, sex, age, religion, and more.