What are the responsibilities and job description for the IT Support Analyst position at TEKsystems?
Description:
We are currently seeking an enthusiastic and energetic IT Support Desk Analyst to join our team. This position will be 2pm to 10pm to support other time zones. The position will train on first shift and move to second after a period of time. The candidate must have a broad knowledge of computer software, hardware and networks. They will aid in resolving a wide range of issues and should be comfortable and confident in basic problem-solving skills. S/He will be the first level of technical support when our customers reach out for help. As such, it is imperative that the candidate is both technically inclined as well as a patient and engaging individual. Personality is important – the ability to have a casual and non-technical discussion to better understand the problem and diffuse customer anxieties is a must. In a lot of ways, this role is the face of our organization and we do not take that lightly.
Support Desk Duties and Responsibilities:
• Troubleshoot problems reported by users and analyze and isolate issues
• Make recommendations for resolving issues in a calm and methodical manner
• Monitor ticketing system service boards, inbound email and receive inbound phone calls.
• Act upon requests and notifications following defined procedures which vary by client.
• Self-manage assigned tasks in accordance to Service Desk guidelines.
• Create and manage workflow incidents within approved ticket and monitoring solutions.
• Create and escalate incident response tickets, and coordinate with engineers
• Assist in supporting servers, laptop and desktop computers, printers, routers, switches, firewalls, phones, mobile phones, software deployment, security updates and patches
• Assist in supporting LANs, WANs, network segments, Internet, and intranet systems
• Assist in maintaining network and system security
Support Desk Requirements and Qualifications:
• Bachelor degree in Computer Sciences, Technology or relevant experience
• Microsoft O365 Tenant Administration
• Specific experience in various Windows PC Operating Systems
• Specific experience with Microsoft Server Operating Systems 2008R2 to 2012 R2, 2016, 2019 and Microsoft Exchange Server 2010, 2013, 2016, 2019
• Including Active Directory, DNS, DHCP and Group Policies
• Exchange email and database admin
• Experience with Cisco ASA and WatchGuard firewall technology, VPNs, Access Rules, NAT
• Experience with Cisco switching, VLANs, and routing
• Experience with Microsoft and VMware hypervisors
• Experience in wireless technologies/security
• Experience with ESET Security Systems
• Specific experience with Veeam and Datto Backup Solutions
• Experience with iSCSI SANS; Dell EQ, HPE Nimble and NetApp knowledge is a plus
• Experience with ConnectWise Automate RMM scripting and patch management
• Cisco and CompTIA certifications is a plus
Skills:
Support, Troubleshooting, Customer service, Windows 10
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.
