Desktop Support
20 hours ago
This is a service desk/desktop role where the candidate will take phone calls from a phone queue for a few hours a day and the other time may be spent working onsite (300 + customers) or from unassigned queue for remote customers not in the same location. The candidate must be comfortable with taking calls and providing onsite support.
The Support Analyst I is responsible for providing day-to-day technical support to customers for a range of hardware and software related systems. They are responsible for resolving and/or escalating complex and unique technical incidents as well as fulfilling service requests within specified SLA's. They will respond to and diagnoses problems through discussion with users, which includes trouble shooting, fault rectification and problem escalation. They provide effective and timely resolution of users' problems, queries or complaints. Their daily responsibilities also encompasses desktop and laptop imaging, desktop and laptop inventory management, mobile device setup and support (including smartphones and tablets), documentation development and customer facing FAQ guidelines, report generation of daily incident, requests, telephony and associated survey responses. They are also responsible for outage tasks such as the coordination of widespread severe incident remediation activities. They will cross- train other team members and take on a leadership role in various projects.
A minimum of 4 years of demonstrated working knowledge of Microsoft Exchange environment (preferred)
A minimum of 4 years of demonstrated working knowledge of Active Directory administration (preferred)
A minimum of 4 years of demonstrated working knowledge of networking monitoring tools and basic troubleshooting (preferred)
A minimum of 4 years of demonstrated working knowledge of CISCO telephony and associated troubleshooting (preferred)
Working knowledge of Windows 7, Windows 10, Microsoft Office Suite, Active Directory, VPN, Citrix, VDI, networking and remote tools.
Demonstrated experience with IT Service Management tools, with a strong preference for Service Now
Experience working within an ITIL methodology
Microsoft Certified Professional, A+, and Net+ certifications are preferred
Undergraduate degree in an Information Technology discipline is preferred; or equivalent combination of education and work experience
Primary Duties & Responsibilities:
Support Analyst will be logged in at all times to answer calls, and monitor self service queues and requests.
Provide complex and unique technical troubleshooting assistance to customers across all business units.
Resolve issues utilizing excellent customer service skills, problem solving skills, technical thinking/reasoning skills, and a high level of individual judgment to ensure outcomes of customer satisfaction.
Assess situations and recognize when escalation is needed and/or required.
Manage and triage multiple incoming priorities effectively by understanding customer needs and meeting service level requirements.
Delivery various reports.
Develop documentation and customer facing FAQ's.
Recommend improvements for quality and consistency.
Skills
Help desk support, Help desk, sccm, remote access call center software, Troubleshooting, vpn, software installation, active directory, bitlocker, servicenow, Windows 10, exchange, office 365, microsoft office, intune
Additional Skills & Qualifications
Must Haves:
4+ years of experience within Service Desk and/or onsite Desktop Support role
Active Directory troubleshooting experience (add/remove users, moving profiles, terminating user profiles, locate Bit Locker code in AD)
Ticketing experience (prefer ServiceNow)
Excellent customer service skills
Strong communication and multi-tasking skills (handling high volume of requests via ticketing and chat systems - must be able to prioritize tasks)
Preferred Qualifications:
Basic troubleshooting experience with: Outlook, O365, Microsoft Teams, WebEx, Cisco Any Connect (VPN)/ Windows 10/11, Intune, Software installs, Blue Screen of death (BSOD)
Remote troubleshooting experience or "remoting in" using SCCM, Citrix, Screenmeet
SERVICENOW experience preferred
ACTIVE DIRECTORY experience preferred
VPN/MFA experience preferred
Phone queue experience preferred
SCCM experience a plus
INTUNE experience a plus
Behavioral Skill Competencies:
Customer Service Oriented
Critical Thinking
Flexibility
Technically Astute
Action Oriented
Active Learning
Excellent verbal and written communication skills
Excellent teamwork skills
Excellent analytical, reporting and documentation skills
Dedication to customer service
Excellent problem solving skills including triage and rapid decision making
Ability to logically adapt in any customer service scenario
Ability to manage to resolution a severe and pervasive outage
Undergraduate degree in an Information Technology discipline is preferred; or equivalent combination of education and work experience
Experience Level
Intermediate Level
Pay and Benefits
The pay range for this position is $25.00 - $35.00
Medical, dental & vision
Critical Illness, Accident, and Hospital
401(k) Retirement Plan - Pre-tax and Roth post-tax contributions available
Life Insurance (Voluntary Life & AD&D for the employee and dependents)
Short and long-term disability
Health Spending Account (HSA)
Transportation benefits
Employee Assistance Program
Time Off/Leave (PTO, Vacation or Sick Leave)
Workplace Type
This is a fully onsite position in Des Moines,IA.
Application Deadline
This position will be accepting applications until Jan 10, 2025.
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.
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