Service Desk Analyst

Please note: We cannot provide H1B sponsorship at this time

We are seeking a Service Desk Analyst to join our team! This role provides a point of contact for end-users to receive support and maintenance within the organization's desktop computing environment. This includes installing, diagnosing, repairing, maintaining and upgrading all hardware and equipment (including but not limited to workstations, terminals, printers, and scanners) to ensure optimal workstation performance. The person will also troubleshoot problem areas (by telephone, chat, email or via remote access) in a timely and accurate fashion and provide end-user assistance where required.

Responsibilities:

Equipment Support:

• Install, upgrade, support, and troubleshoot for printers, computer hardware, and any other authorized peripheral equipment
• Performs remedial repairs on computers, laptops, printers, and any other authorized peripheral equipment
• Customize desktop hardware to meet user specifications and site standards
• Performs work in compliance with specified warranty requirements
• Returns defective equipment/parts to maintenance inventory, documents customer repairs maintains, and restocks assigned parts inventory to ensure proper spare parts levels
• Use diagnostic tools to troubleshoot problems associated with network connectivity and workstation hardware/software
• Use tools and methodologies to load, copy and customize operating system configurations for deployment
• When the restoration is beyond the scope of the computers, laptops, printers, and any other authorized peripheral equipment the Service Desk/Desktop Support Technician will escalate the issue/problem to the proper tier support team member
• Responsible for tracking hardware and software inventory

Application Support:

• Install, upgrade, support, and troubleshoot Mac OS, Windows 10 and Microsoft Office 365, and any other authorized desktop applications
• Email account administration, i.e., account creation, management, and distribution lists in Google GSuite, Microsoft 365
• User account administration, i.e., account creation, management and password resets
• Familiarize end-users with basic software, hardware, and peripheral device operation
• Works with vendor support contacts to resolve technical issues within the desktop environment

System Maintenance:

• Perform general preventative maintenance tasks on computers, laptops, printers, and any other authorized peripheral equipment

Qualifications:

• 1-3 years previous experience in IT working with end-users
• Ability to build rapport with clients
• Strong troubleshooting and critical thinking skills
• Positive and professional demeanor
• Good spoken and written communication skills

Please note: We cannot provide H1B sponsorship at this time

About TenisiTech:

TenisiTech's mission is to protect our clients by solving hard and complicated problems. We focus on delivering service, security and productivity by simplifying and modernizing IT environments.

We take the responsibility of managing our clients’ IT environment seriously and in so doing:

• Create non-transactional relationships with our clients and our employees to strengthen the partnership.
• Provide expert level enterprise IT leaders to build and manage our execution of the strategy, including building processes and procedures that comply with applicable regulatory requirements.
• Hire passionate IT people who want to execute modern strategies and support our clients’ staff.

Our company values:

• Transparent
• Collaborative & Communicative
• Curious
• Resourceful & Driven

Job Type: Full-time

Pay: $18.00 - $22.00 per hour

Benefits:

• 401(k)
• Dental insurance
• Flexible schedule
• Health insurance
• Paid time off
• Vision insurance

Experience level:

• 1 year
• 2 years
• 3 years

Schedule:

• 8 hour shift
• Monday to Friday
• On call
• Rotating weekends

Application Question(s):

• My ability to occasionally work after normal business hours and on some weekends is best described as:

A. I would be able to meet this requirement; it's part of the job
B. I would require advance notice of hours and/or weekend work then I would be able to meet this commitment
C. I would not be able to meet this commitment

• What motivates you?
• It's 4:59 on Friday night and a customer calls in with a complicated issue. You are just wrapping up your day. Do you:

A. Quickly calm the customer down and let them know you would be happy to help them Monday morning

B. Listen to the customer and handle the call just as you would have earlier in the day

C. Explain to the customer that it's Friday evening and the next problem you want to work on is finding a cab to a party

D. Let the voicemail system pick up the call and handle it Monday morning first thing

E. Ask your supervisor to handle the call, as they would much calmer in a time crunch situation

Education:

• High school or equivalent (Preferred)

Experience:

• IT: 2 years (Preferred)

Work Location: Remote