Help Desk

2 weeks ago

San Antonio, United States SPG Consulting Full time
Job DescriptionJob DescriptionPosition: Tech Support AnalystLocation: San Antonio, TX, US
Project Description:
As a Tech Support Analyst at our Help Desk in San Antonio, you will be an integral part of a dynamic team responsible for hardware installation and issue resolution for both internal and external customers. This role requires interaction with users of varying skill levels, providing essential technical assistance and support.
Responsibilities:- Perform image and deploy hardware/software for new hires and acquisitions.- Recover and re-image existing hardware for redeployment purposes.- Adhere to escalation procedures outlined in the service level agreement.- Utilize remote control tools to assist end users as required.- Maintain accurate records of each call/incident in the incident management tracking tool.- Proactively identify and address customer needs, offering timely solutions.- Effectively plan, prioritize, organize, and execute tasks to achieve established objectives.
Mandatory Skills:- Proficiency in ITIL principles.- Experience with Service Desk and IT Service Management (ITSM).- Demonstrated capability in hardware deployment and maintenance.- Strong troubleshooting skills to resolve technical issues effectively.
Nice-to-Have Skills:- Excellent communication skills, especially in conveying technical concepts to non-technical individuals.- Ability to work independently and autonomously, taking initiative to address challenges and opportunities proactively.

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