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IT Support Analyst
3 months ago
Description: Responding to User Inquiries Provide timely and effective responses to user questions via various communication channels (phone, email, chat). Ticket Management Create, update, and track support tickets throughout their lifecycle to ensure proper resolution. Troubleshooting Issues Diagnose and resolve technical issues related to hardware, software, and network connectivity. Escalation of Complex Problems Identify issues that cannot be resolved at the first level and escalate them to higher-tier support teams as necessary. Documentation and Knowledge Base Maintenance Write and maintain documentation for common issues and solutions to enhance the knowledge base for future reference. User Training and Support Assist users in understanding how to use IT services effectively by providing training sessions or materials as needed. Monitoring System Performance Monitor system performance metrics and report any anomalies or areas for improvement. Customer Follow-Up Follow up with users after resolving their issues to ensure satisfaction with the service provided. Compliance Monitoring Ensure compliance with service agreements and organizational policies during all support interactions. Continuous Learning Stay updated on new technologies, tools, and best practices in IT support through ongoing education opportunities. Skills: Technical support, Troubleshooting, Windows 10, Desktop, Windows, Customer service, Active directory, Help desk support, Office 365, Support, Help desk, Hardware, Service desk, Servicenow, Phone support, Imaging, Microsoft office, Ticketing system, Outlook Top Skills Details: Technical support,Troubleshooting,Windows 10,Desktop,Windows,Customer service,Active directory,Help desk support,Office 365 Additional Skills & Qualifications: Preferred Qualifications: Education/Certification: ITIL Foundation Certification BICSI Technical Certification-Installer I Microsoft MCSA COMP TIA A Experience in/with: Troubleshooting system problems and restoration of services Supporting break-fix solutions as appropriate and/or production support of systems Knowledge of: Standard router and data switch features and voice switches including configuring features (i.e addressing routing, port activation, etc. Experience in/with: Installation and upgrades for various systems and applications Data corrections Technical skills to include knowledge of: Change control tools Change management and project management principles and methodologies Ability to: Develop and maintain conditions for a stable change environment Evaluate complex problems/changes and understand the inter-dependencies between components 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.
