What are the responsibilities and job description for the IT Support Analyst position at TEKsystems?
Our client is looking for an IT Support Analyst who will provide customer-focused technical assistance related to computer hardware and software, mobile devices and other tech tools and products. This role will support internal clients, thoroughly document problems, steps to resolution, and aid in the creation of processes and procedures which help improve user experience. The analyst will direct unresolved issues to the next level support personnel, but continue to follow up with both customers and support personnel until resolution. They should have a good working knowledge of both PC and Mac hardware, networking, and common applications such as MS Windows and MS Office. This role should be able to independently troubleshoot and resolve low severity issues.
Description:
• Serve as first point of contact for customers seeking assistance by phone, email, or in-person
o Responds to, resolves and documents tickets from support center
o Resolve general application and hardware issues, i.e.
Password Resets
File operation questions
MS Office questions
Hardware Support / replacement
Support Office 365 environment
Business Applications (e.g. ERP, SQL, SharePoint Online and POS systems, etc.)
• Recognize and report trending issues in order to help resolve root causes before they become more widespread
• Pass on feedback or suggestions by customers to the appropriate team for consideration
• Perform handoff of issues escalated to others, not simply reassign tickets
• Identify and suggest possible improvements to existing procedures
• Perform local and remote troubleshooting through diagnostic techniques and escalate when required
• Work with others to determine the best solution based on evidence and details
• Install, test and configure new workstations, printers, related peripheral equipment (printers) and software
• Modify configurations, utilities, software settings, etc. for local workstations (Mac and PC)
• Restore files from backup
• Complete daily checklist of nightly processes and validate systems availability
• Assign users and computers to proper groups in Active Directory or Azure AD
• Perform onboarding/offboarding tasks
• Create documentation for both users and other support personnel
• Participate in after-hours on-call rotation for critical issues impacting the business at large
• Willingness to maintain and grow skillset, actively participate in company-provided training, and reinforce new knowledge with certification exams
• Participate in other work as required
Happy Fox ticketing system
Skills:
Active directory, Windows 10, Help desk support, Troubleshooting, Office 365, Customer service, Phone support
Top Skills Details:
Active directory,Windows 10,Help desk support,Troubleshooting,Office 365,Customer service,Phone support
Additional Skills & Qualifications:
• Associates degree in Information Technology or related field; may substitute equivalent experience and or certifications for educational requirement
o PC Setup and Deployment
o Active Directory and Group Policy
o Security Permissions Management
o Hardware knowledge of both Mac and PC equipment and peripherals
o Ability to perform basic network troubleshooting
o MS Office Suite
Office 365 Admin Center
Teams Administration
Teams Calling
o Monitor and respond to requests received through the IT Support Center
Take ownership of requests, follow through and follow-up even after transferring requests to others
Regularly update customers on status and track progress
Document issues, steps taken and resolution
Ensure client satisfaction
Experience Level:
Intermediate Level
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.
