Senior Analyst - Service Desk Support

Description:

The Senior Analyst, Service Desk Support is a core team member of the Information Services department whose primary mission is to provide timely desk side and remote end user technical support for the company’s technology. The position will be the primary onsite point of contact for the corporate headquarters as well as remote point of contact for sales staff and will support the analysis, diagnosis, and resolution of end user computing problems. The position will work closely will all levels of the business including senior leadership to provide support and therefore needs to be able to communicate effectively and concisely. This position will report directly to the Senior Director, PMO & User Support.

ESSENTIAL FUNCTIONS:

• Applies professional business/technical support concepts to provide phone, email or remote workstation support to end users.

• Configure and deploy new user desktop/laptop and cellular devices.

• Perform initial training and new user onboarding processes for proper use of company devices.

• Provides operational support and analysis for the organizations information systems and peripheral equipment, such as conference room video systems, desktops, printers and storage devices.

• Perform assigned IT related off boarding processes: restrict network account access, equipment collection, and redirection of data to approved personnel.

• Support of enterprise-wide collaboration tools including Microsoft VoIP, Microsoft Teams and Crestron Video-conferencing, mobile, tablets, phones, Web-collaboration and VPN.

• Troubleshoot and resolve network and WiFi connectivity issues.

• Analyzes diagnoses and recommends hardware repairs, replacements.

• Manages equipment, diagnostic tools and technician access.

• Maintains software and hardware inventories.

• Provides systems analysis support to clients; analyzes and determines computing needs and makes recommendations on appropriate tools (hardware, software, peripherals).

• Installs, configures and maintains computing tools, provides preventative maintenance and upgrades.

• Monitors end user inquiries, resolves non-routine issues and escalates complex issues to the appropriate team member, as needed.

• Supports end users in addressing moderately complex operational and technical issues and ensuring requests are executed.

• Applies intermediate problem-solving skills, experience, and judgement to analyze information.

• Perform Technical Documentation by adding to the knowledge base or editing existing articles to keep them up to date (internal and external), to include accurate details within each ticket on work performed.

• Perform hands-on project management such as managing project timeline and deployments to ensure project deliverables stay on-time and on-target for small scale technical hardware roll outs.

• Coordinate cross-functional team members for knowledge sharing, issue resolution and technical roll outs such as system upgrades and new system implementations.

• Provide elevated support and issue resolution as required after-hours and on weekends.

Additional Skills & Qualifications:

DESIRED QUALIFICATIONS:

• Degree or technical diploma in Information Systems or other related field, or equivalent work experience.

• 3-5+ years hands on End User Support experience.

• CompTIA+ or equivalent MSA certification preferred.

• Experience with Microsoft Windows 10 Operating system. Extensive application support experience with Microsoft Office.

• Strong knowledge of computer hardware and mobile devices, including Mac & HP workstations and laptops plus iPhones and Androids.

• Strong knowledge of Microsoft Teams and Crestron Video-conferencing rooms

• Excellent organizational, decision making, interpersonal and written communication skills.

• Excellent analytical and problem-solving skills and ability to manage multiple assignments simultaneously while meeting deadlines and quality standards.

• Ability to work under pressure and handle conflicts in a professional manner.

• Must be a self-motivated achiever who gains satisfaction from providing excellent customer service.

• Ability to absorb and retain information quickly.

• Keen attention to detail.

• Consistently demonstrates a positive attitude and approach.

• Demonstrates enthusiasm and dedication.

• Consistently displays initiative by proactively providing solutions and driving long term objectives toward completion.

• Demonstrates empathy and focuses on the needs of internal and external customers/contacts where relevant.

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.