Service Desk Analyst

Description:Locations: s: Austin, TX Note: Candidates will work onsite starting day one, but will be able to work remotely on Friday's. After 90 days if candidates are hitting all of their metrics, they will be granted an opportunity to work 2 days remote a week. 2-4 years in comparable position. Responsible for helpdesk and/or desktop support for company systems. Experience with 1st and/or 2nd level support. Strong customer service skills, strong people and interpersonal skills. Must have strong verbal and written communication skills. Must have enterprise support experience.Responsibilities: Diagnose and troubleshoots end user desktop application issues and provides appropriate solution. Provides timely resolution of problems or escalation on behalf of the customer and ensures their satisfaction Provides incident status updates to management and end-users per service level guidelines Support and maintain effective relationships with users Develops, documents, and implements standard operating procedures and customer service guidelines relating to remote IT support Provide support for PCs, laptops, printers, cell phones, and tablets etc. Support end users in their use of applications such as Microsoft Office, ERP, CRM, VPN, Citrix, and MDM (mobile device management) Performs account management and maintenance for various applications and systems (e.g., creates or modifies user accounts and permissions, and performs password resets). Communicates with customers at all levels of technical and non-technical skills sets Follow all standard operating procedures (SOP) through the effective use of Knowledge management Required Experience: 2+ years of experience working in a service desk or customer service environment Minimum 1 year technical support experience Minimum 1 year chat support experience Experience using ITSM platforms (SmartIT / Remedy, ServiceNow, Cherwell) and remote support tools (SCCM, Software Center, Client Center Configuration Manager) Ability to type at least 40 words per minute Ability to multitask effectively and handle 2-3 concurrent chat sessions at a time Working knowledge of PC technical support, systems administration, networking, Windows and Mac OS Bachelor’s or Associates degree in InformationTraining: Candidate will go through a 2 week training period once they are brought onboard with Charles Schwab in-house trainer.ISkills:Help desk, Support, Help desk support, Troubleshooting, Service desk, Customer service, Windows 10, Technical support, Office 365, Ticketing system, Active directoryTop Skills Details:Help desk,Support,Help desk support,Troubleshooting,Service desk,Customer service,Windows 10,Technical support,Office 365,Ticketing system,Active directoryAdditional Skills & Qualifications: Currently agents take around 30-40 calls a day Candidate must have experience in resolving issues via phone and chat; need resources that can multi-task and do 2 chats at once if needed. Candidate must be able to receive constructive feedback Performance Reviews: Candidate will receive monthly reviews on their performance so they know where they stand Candidate must have experience with working with ticketing systems, SCCM, Active Directory, Remote Tools, and MS OfficeAbout 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.We are an equal opportunity employers and will consider all applications without regard to race, genetic information, sex, age, color, religion, national origin, veteran status, disability or any other characteristic protected by law. To view the EEO is the law poster click here. Applicants with disabilities that require an accommodation or assistance a position, please call 888-472-3411 or email mpowers@teksystems.com. This is a dedicated line designed exclusively to assist job seekers whose disability prevents them from being able to apply online. Messages left for other purposes will not receive a response.