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Service Desk Analyst IIITucker, GA (onsite)3-6 month contract to hire$40-50/hr based on experienceHours Mon - Fri - flex start between 6:30 - 8 AM of candidate's choice POSITION SUMMARY: Provides expert technical support to Family Of Companies associates and affiliates, employing a high degree of service, technical, and timeliness service. Perform in a capacity of problem or incident owner and extend the support beyond first and second level support demonstrating a strong ability to identify and resolve issues. Maintains a high degree of patience and problem management techniques to optimize problem resolution. Adheres to established standards in resolving problems. Tracks calls and enters solution data into ticket tracking system. Excel in negotiating quality resolutions for all hardware and software issues. Develop support methods to resolve hardware and software issues in a timely and professional manner. Has frequent interactions with customers; therefore, must be effective in interpersonal communication via email, telephone or onsite. Escalate issues to internal IT departments as necessary. Provide hardware and software expertise in determining best solutions for customers to meet business needs. Deploy hardware and software in timely manner. Deliver the highest level of quality assurance, ensuring consistent customer satisfaction. Assists with the support and deployment of mobile devices such as iphones and ipads. Give a brief statement describing the major purpose of this position (two or three sentences highlighting the general characteristics). This summary should provide enough information to differentiate the major functions and activities of this position from those of other positions.JOB DUTIES/ESSENTIAL FUNCTIONS (Activities or tasks that require a significant amount of time, as well as periodic tasks that are critical to the job.) Percentage of Time Job Duties55% Identify, analyze and resolve hardware and software issues for onsite and remote users providing a high degree of customer service, technical expertise, and timeliness. Perform as a problem owner for customer issues and assist them with complete resolution. Provide technical expertise in all levels of support. Utilize external resources such as Microsoft and Dell to resolve issues beyond our expertise. Maintain an average of 40% first contact resolution. Document hardware and software issues in the call tracking system ensuring proper documentation processes are followed. Escalate issues to internal IT departments based on established guidelines and procedures. Prioritize support based on priority codes, level of impact, SLA and/or date of receipt. Utilize knowledge database and/or call tracking system to identify recurring problems, which assists with overall problem prevention and isolation. Provide the highest level of customer service to onsite and remote users, maintaining customer service goals. Providing support for mobile devices. Configure remote access via Horizon, Juniper, VIP access token and Cisco AnyConnect, DSL and cable. Train users on how to access the network remotely and map drives. Assist users with the checkout and setup of LCD projectors and laptops. Maintain documentation tracking each unit. Image and re-image computers for deployment. Deploy computers to FOC personnel.5% Maintain and manage call tracking database. This includes entering calls, updating resolution descriptions, managing call queues, and escalating tickets as necessary.5% Develop processes and standard for remote access setup, support, and train users.10% Analyzes, evaluates, implements and maintains hardware and software products for the microcomputer platform. Functions as a central source to advise and assist personnel with the selection, use and support of a wide range of microcomputer hardware and software. Assist Asset Manager with tracking of assets as well as any procedures that are documented within receiving. Implement microcomputer software that supports remote access.5% Develop, edit and maintain IT Services technical procedures for publication in various communication tools. Also assist with maintaining accurate data in call tracking system to be used to populate knowledge base.5% Assist with the physical moves of a department or individual.5% Assist with corporate printer management program, build standards, troubleshoot, asset lifecycle, and maintenance.10% Assist with mobile devices, build standards, develop processes, deployment, troubleshoot, and train end users.REQUIRED QUALIFICATIONSEducation: Business, Information Technology, or related fieldExperience:Five to seven years of experience in computer systems or IT support. Experience in multiplatform environments.Equivalent Experience:Ten plus years direct experience with increasing responsibility in computer systems or IT support.Licenses, Certifications and/or Registrations:A+, Microsoft, technical support related/ equivalent.Specialized Skills (e.g., typing, computers, software, tools and equipment uses, etc.): Broad range of telecommunications, network and desktop knowledge is highly desirable, including a working knowledge of Windows 7 and Windows 10. PC Hardware/Software and peripherals, applications (including Remote Access, Remote diagnostic tools, Viruses, PC configurations, Microsoft Office Suites, Ivanti), and first line support for client applications. Good communication; excellent grammar; ability to train people in how to use software/hardware tools; ability to effectively coordinate and organize multiple tasks. Must have excellent problem solving and interpersonal skills. Must be organized and be able to prioritize work. Work independently with a customer driven attitude. Must be able to lift and carry 50lb. of computer equipment or components.
- ID: #43811097
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State: Georgia
Tucker
30084
Tucker
USA
- City: Tucker
- Salary: $40 - $50
- Job type: Contract
- Showed: 2022-07-04
- Deadline: 2022-08-29
- Category: Et cetera