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Service Desk Analyst

3 months ago

Blue Bell, United States TEKsystems Full time
Job DescriptionJob Description

 

Duration

4

 

Duration Unit

Month(s)

 

Req Description

 

Description

1. Provide level 2 end user support including but not limited to:
• Monitor and respond timely to support tickets in the ITC queue(s).
• Document Service Desk ticket tech notes for escalation or resolution of service requests.
• Assist with Service Desk tickets in the regional ITC queue in supporting all locations in the region/company.
• Send Corporate IT communications to internal customers.

2. Support and maintenance of PCs including but not limited to:
• Complete PC setup and deployment for new employees using standard hardware, images, and software.
• Train new employees on the use of PC and other networked equipment using standard training documents.
• Assign users and computers to proper business groups in Active Directory.
• Perform timely workstation hardware and software upgrades
• Troubleshoot and resolve hardware, connection, and software issues reported to the Service Desk and assigned to the regional ITC.
• Coordinate with authorized vendor for PC hardware repair.
• Monitor and remove virus, spy-ware, and other non-authorized software.
• Maintain and/or coordinate PC hardware inventory.
• Order and purchase standard equipment and software through approved vendors.

3. Support firm software
• Support Desktop Management with post-mass deployment issues of standard software.
• Provide IT support for local software within their region. May coordinate support with a Product Champion
• Upgrade local server software as necessary

4. Participate in team and projects including
• Regular scheduled regional calls.
• Assist other IT Coordinators in the region, and/or company.
• Proactively support Corporate IT and customer support changes and initiatives.
• Test phases of changing hardware and software standards.
• Monitor ticket queues to ensure SLAs and OLAs are met.
• Utilize the standard Knowledgebase per standard procedures
• Complete various projects and tasks as assigned as such;
o IT focus groups
o Reconciliation of Active Directory permissions as per internal securities audits.
o Reconciliation of licenses associated with locally purchased software.
o Coordinate with local vendors for cabling, HVAC, phone system, printer/fax, and other IT related facilities maintenance.
o Tasks related to potential office remodels or relocations

5. Maintain network file and print server
• Update networked applications as required.
• Maintain daily tape backup and off-site tape storage
• Report file and server issues to the Service Desk for further assignment
• Setup and maintain network printers, scanners, and multi-function devices.
• Coordinate copier/MFD repairs with authorized repair vendor.

6. Provide phone support in centralized VoIP locations

7. Facilitate legal matters compliance with Internal Legal and IRM requests including
• Complete legal hold workstations procedures and hard drive copies as requested.
• Preserve backup tapes and other electronic media as requested.

8. Other duties as assigned

 

Enterprise Req Skills

Active Directory, Tickets, Microsoft, Office, Customer support, break fix, software support, Printer

 

Job Title

Service Desk Analyst

 

Top Skills Details

1. Desktop Support- Printer support/hardware/break fix
2. Microsoft office/ Active Directory
3. Moves, add, changes- User accounts

 

Worksite Address

518 Township Line road suite 200,Blue Bell,Pennsylvania,United States,19422

 

Additional Information

Things they look for in a resume:
Longevity
Helpdesk experience level 2
Desktop experience a MUST
Printer experience- basic paper jams
New hire training- materiel and presentation
Has hired the someone for this with 2 years experience
Hours will be 8:30-5:30

Help Desk Support core
- Windows OS
- MS Office
- Outlook
- Business Applications they will teach this person
- Customer Service strong
o Carl does training, eventually this person could do it, but not required
- ticketing system experience
o will get trained on the remote tools so they can work remotely with these users so they don’t have to travel in
- desktop support directly with end users
- hardware support
- 50% face to face, 50% phone support
- ability to multi-task is a big thing (CHECK WITH REFERENCES) since this is a fast-paced environment

 

Drug Test Required

true

 

Experience Level

Expert Level

 

External Communities Job Description

Level 2 desktop opportunity for a large/medium size company located in Blue Bell and also support the Philadelphia location must be able to do both.The Information Technology Coordinator (ITC) is a member of the Customer Support team. They are responsible for maintenance and internal support of Clients onsite, PCs, printers, servers, and related equipment.

 

EVP wants to keep their staff long term and have them grow with the company technically and professionally, they offer tuition reimbursement and encourage their employees to expand their education. They have a sense of family and home in the teams and the employee support for one another.

 

Work Environment

All tristate locations have approximately ~250 employees that range from HR to Tax & audits. These people will support these employees as well as overflow of remote support from NY, CT, MA

 

Additional Skills Tags

 

Additional Skills & Qualifications

\*\*\*\*\*Needs to be flexible traveling between Blue Bell Location Philly Location\*\*\* 2/3 days at each location

30 S 17th St Suite 710, Philadelphia 19103
518 Township Line Rd Suite 300, Blue Bell, PA 19422

 

Business Qualification

 

Impact to the Internal/External Customer

Without support the company cannot smoothly operate and stick to project deadlines

 

Interview Information

One and done Virtual Interview 

Questions TP\'s should be able to answer in depth

Asks:
What would you do if you saw a blue screen?
I can’t long on in the morning?
What is a command prompt?

 

Why is Position Open?

 

Business Challenge

Their Blue Bell and Philly location needs 2 full time staff members to support their end users needs. If they do not add an additional resource project deadlines and support for the internal employees will not be met.