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Service Desk Analyst

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Annapolis, United States TEKsystems Full time

Description: The Service Desk Analyst serves as the initial point of contact for IT and customer support for our team and ensures proper operation of workstations and other endpoints, enabling end users to focus on business tasks. This includes receiving, prioritizing, documenting, and actively resolving end-user support requests, as well as tier 1-3 functions. Problem resolution may involve logistical support, the use of diagnostic and tracking tools, as well as require that the individual supports end-user computing, special events, and meetings. The cornerstone of the Service Desk Analyst role is to provide end users with a superior trustworthy support experience that includes individualized service, one-on-one support, hands-on training, clear communication, and regular follow-up. Responsibilities Onsite, providing prompt and responsive in-person and remote end-user IT support Respond to IT support requests submitted by email, trouble ticket, phone, or in person Escalation and hand-off of requests when appropriate Provide personal, attentive service to end users, regardless of the simplicity or complexity of the request Identification and triage, including business impact, security events, and outages Consistently follow up on outstanding requests and ensure timely, documented resolution, as well as, that all needs are met and issues are resolved Manage user network and application accounts and configure workstations Perform on-boarding/off-boarding processes and functions to include equipment sourcing and assignment and new hire training/orientations Support technology throughout the office, including collaboration tools, audio, and video equipment, and conference room technology Support mobile computing including, phones, tablets, laptops, VPN, and Wi-Fi Manage and monitor internal assets to ensure equipment is stocked, functional, and inventory is maintained Assume a security-oriented posture toward desktop support Support email, file server, printing, and other day-to-day operational needs of users Provide computer and software training and prepare training materials as needed Support installed and cloud applications, such as Salesforce, DocuSign, Acrobat, Zoom, and Office 365 suite Diagnose, research, repair, resolve, and document hardware and software issues Configure and deploy software installation and update packages Perform PC upgrades, including asset management, OS installation, profile migration, and data security Perform maintenance, engage in incident response, and provide support with minimal notice and/or outside of traditional business hours on occasion when needed to support team operations Qualifications 2+ years’ experience configuring and servicing computer hardware 2+ years’ experience configuring and managing Windows operating systems 2+ years’ supporting professional environments Exceptional, customer service orientation Experience working with Office 365 user account management Experience working with a service request ticketing system Working knowledge of modern operating systems and enterprise workstation management, such as active directory and group policy About TEKsystems: We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company. The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.