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IT Service Desk Analyst
Salary undisclosed
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Description:
This role will be responsible for the troubleshooting and support of any hardware/software, as well as supporting their collaboration tools environment (O365). Customer service mentality is a must-have for this role!
ESSENTIAL DUTIES AND RESPONSIBILITIES
Provide 1st level support and tracking for PC hardware and software related incidents via email, chat, phone, and in-person.
Monitor and remediate potentially complex workstation/client incidents
Work with different levels of the technical support team to escalate more complex incidents for resolution
Provide Windows Active Directory and Office 365 user maintenance
Identify areas for system improvements and upgrades to the IT Service Desk
Participate in an on-call rotation consisting of 2-3 weeks per year of 24/7 availability
Potential for nights and weekends work, however normal business hours are 8am - 6pm (two shifts)
QUALIFICATIONS
Education and Work Experience
Associates Degree in MIS/Business or related field
Team Player Mentality
o Strong and positive customer service mindset
o End-to-end ownership of incident requests
o Strong communication skills, both written and oral
o Ability to work well with groups and individuals of all levels
o Has initiative and ability to relay policies and procedures through positive influence
o Proactively seek partnerships and offer expertise to others
o Eagerness to learn from others
Strong organizational skills, capability to coordinate multiple concurrent activities
Strong analytical skills, ability to identify patterns of behavior to identify root cause and problem solve
Experience with Microsoft Active Directory user maintenance
Experience with Windows 7/10 Operating System
Experience supporting iOS and Android devices
Experience logging tickets in a ticketing system
2-4 years' experience troubleshooting hardware and software incidents in a high-volume enterprise service desk environment
Skills:
Service desk, Support, Customer service, Troubleshooting, Windows, Windows 10, Office 365, Desktop, Hardware, Technical support, Application support, o365, mobile device, vpn, Active directory
Additional Skills & Qualifications:
Ability to work onsite in Troy, OH in a team environment. On-call rotation 2 weeks out of calendar year.
O365 Administration and/or InTune experience a huge plus!
Experience Level:
Expert Level
Benefits:
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.
This role will be responsible for the troubleshooting and support of any hardware/software, as well as supporting their collaboration tools environment (O365). Customer service mentality is a must-have for this role!
ESSENTIAL DUTIES AND RESPONSIBILITIES
Provide 1st level support and tracking for PC hardware and software related incidents via email, chat, phone, and in-person.
Monitor and remediate potentially complex workstation/client incidents
Work with different levels of the technical support team to escalate more complex incidents for resolution
Provide Windows Active Directory and Office 365 user maintenance
Identify areas for system improvements and upgrades to the IT Service Desk
Participate in an on-call rotation consisting of 2-3 weeks per year of 24/7 availability
Potential for nights and weekends work, however normal business hours are 8am - 6pm (two shifts)
QUALIFICATIONS
Education and Work Experience
Associates Degree in MIS/Business or related field
Team Player Mentality
o Strong and positive customer service mindset
o End-to-end ownership of incident requests
o Strong communication skills, both written and oral
o Ability to work well with groups and individuals of all levels
o Has initiative and ability to relay policies and procedures through positive influence
o Proactively seek partnerships and offer expertise to others
o Eagerness to learn from others
Strong organizational skills, capability to coordinate multiple concurrent activities
Strong analytical skills, ability to identify patterns of behavior to identify root cause and problem solve
Experience with Microsoft Active Directory user maintenance
Experience with Windows 7/10 Operating System
Experience supporting iOS and Android devices
Experience logging tickets in a ticketing system
2-4 years' experience troubleshooting hardware and software incidents in a high-volume enterprise service desk environment
Skills:
Service desk, Support, Customer service, Troubleshooting, Windows, Windows 10, Office 365, Desktop, Hardware, Technical support, Application support, o365, mobile device, vpn, Active directory
Additional Skills & Qualifications:
Ability to work onsite in Troy, OH in a team environment. On-call rotation 2 weeks out of calendar year.
O365 Administration and/or InTune experience a huge plus!
Experience Level:
Expert Level
Benefits:
- 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.
Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.
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