IT Support Analyst

20 hours ago

Des Moines, United States TEKsystems co Allegis Group Full time
Job Description
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 an 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 SLAs. They will respond to and diagnose problems through discussion with users, which includes troubleshooting, fault rectification, and problem escalation. They provide effective and timely resolution of users' problems, queries, or complaints. Their daily responsibilities also encompass 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 incidents, 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.
Requirements:
  • 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 ServiceNow
  • 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.
  • Deliver various reports.
  • Develop documentation and customer-facing FAQs.
  • Recommend improvements for quality and consistency.

Skills:
  • Help desk support
  • SCCM
  • Remote access call center software
  • Troubleshooting
  • VPN
  • Software installation
  • Active Directory
  • BitLocker
  • ServiceNow
  • Windows 10
  • Exchange
  • Office 365
  • Microsoft Office
  • Intune

Top Skills Details:
  • Help desk support
  • 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 BitLocker 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 AnyConnect (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 14, 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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