Help Desk Analyst

Description:

Provides and coordinates hardware, software, telecom, and limited network Help Desk support to employees. Develops, coordinates, and delivers hardware, software and other computer related training. This person provides mid-level support for incident/problem ticket resolution over the Help Desk, reviews outstanding and unresolved incident/problem tickets for follow up, and provides status and updates to the incident/problem submitter. The incumbent ensures an easy transition of incident/problem tickets that require escalation to the Systems or Network Administrators. Maintains, coordinates, and installs conference and training room equipment requirements. Administrates the department asset management system.

Distinguishing Characteristics

The Service Desk Analyst III, provides Tier-3 level support for incident/problem ticket resolution, and interacts with daily activities that require technical support at the end user location. This position will provide mentorship to the Help Desk Analyst I or Computer Operator staff. The incumbent must be able to communicate both verbally and written in concise and easily understandable manner. The position requires a solid understanding of the current Microsoft Windows operating system, Microsoft Office products, troubleshooting of layer one through four of the OSI model, general desktop applications support, document imaging, and computer hardware configurations. The Service Desk Analyst III must have experience in supporting problem resolution with network switches, data and voice wiring, personal computers, printers, scanners, copiers, and other typical office automation hardware.

Essential Functions

• Administrator over the asset management system for all office automation equipment

• Provide seamless transition of incidents/problems from the Help Desk to the Network, Systems, Development or Data Management support groups.

• Ensure regular communication with the Business, MIS team, and Management of system or application outages. Track the progress or resolution of outages and establish good communication of repairs or corrective actions to the entities stated in a timely manner.

• Generate and review incident/problem reports for trends of anomalies and make recommendations for a course of corrective actions.

• Design, coordinate, and deliver training courses on computer based software applications for employees.

• Coordinates MIS activities for new hires and terminations, adds, moves, and changes.

• Ability to install and support approved local area network (LAN) and desktop based applications software with little or no assistance.

• Support the following: Microsoft Windows operating system; Microsoft Office professional software which includes: Word, Access, Excel, and Power Point.

• Ability to troubleshoot computer hardware; including printers, personal computers, local area networks, category-5 wiring, category-3 wiring, layer-3 data switches, and telecommunications equipment.

• Create and maintain a training library. The training library should consist of online training courses and aids, training manuals and documents, and software training materials. This library should be kept up to date and continuously updated to reflect changing needs.

• Work and communicate effectively with the various professionals throughout the organization.

• Ability to stay abreast of current news, systems information, problems, changes and updates relevant to KHS user community.

Other Functions

• Assist with analysis of new product purchases.

• Ability to lift or maneuver desktop equipment up to 30 pounds. Adheres to all company policies and procedures relative to employment and job responsibilities.

• Operate Quick Lift Machine to move heavy equipment (300 lbs. max) as required.

• Attend safety, ladder, and safe lifting training classes to operate and lift equipment.

Employment Standards

Associate’s degree in Information Systems or related field and six (6) years of paid computer support experience. Education can be substituted with computer support work experience on a year for year basis.

Proficiency must be demonstrated with desktop and peripheral installation, troubleshooting, and support. A+ certification preferred.

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.