IT Support Analyst - TEKsystems

Description:

The IT Support Analyst – Is a full-time in office role working on the client's IT Support Team. This role will provide on-site and remote support for employees, including maintenance, installation, troubleshooting of computers and peripherals, training on company supported applications, and shipment of assets.

This role is also responsible for coordination of incidents that require escalation to other teams within the company, third parties, and seeing these incidents through to completion. They will work directly with End Users and Management to remediate issues and strive to provide a positive tech support

experience.

Skills:

Help desk support, desktop support, Windows 10, Customer service, Windows, Desktop, Active directory, Imaging, Technical support, Office 365, Ticketing system, ServiceNow, Application support, Windows 7, O365, Mobile device, Troubleshooting, Help desk, Service desk, Mac, Password reset, Phone support, Outlook, Asset management, Configuration, Hardware/software, Software installation, Microsoft office

Additional Skills & Qualifications:

User Support

. Provide first contact support of incoming requests to the Service Desk via Cloud Contact Center, in person, or via ITSM Platform to ensure courteous, timely, and

effective resolution of end-user issues. . Perform hands-on fixes at the desktop level when remote tools are not appropriate, including hardware repairs, delivery of peripherals, or other fixes as required.

. Provide guidance and training on the use of company applications.

. Contribute to technician and user knowledgebase and training as needed.

. Adjust ticket and phone queue availability based on current workload and/or

projects.

. Strive to be in the top 10% of Calls Presented and Handled by Analyst

. Strive to be in the top 10% Weekly of Tickets Closed by Analyst

. Strive to achieve a First Call Resolve greater than 95%

. Ensure that no Requests or Incident exceeds 30 days in age

Documentation

. Record, track, and document all incidents and resolutions in the ITSM Platform.

. Document processes and procedures for non-incidents such as shipping of

equipment.

. Evaluate documented resolutions and analyze trends for ways to prevent future

problems.

3 10%

Communication & Planning

. Alert management to emerging trends in incidents.

. Deploy pre-packaged software using distribution tools and processes as requested

by end users.

. Deploy hardware to on-site and remote users.

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Eligibility

requirements apply to some benefits and may depend on your job classification

and length of employment. Benefits are subject to change and may be subject to

specific elections, plan, or program terms.  If eligible, the benefits

available for this temporary role may include the following: 

§  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) 

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.