Help Desk Analyst / Desktop Support

Description:

• Provides technical assistance, support, and advice to end users for hardware, software, and systems.

• Provides hands-on technical assistance to business and technical users.

• Investigates and resolves computer software and hardware problems of users.

• Serves as a contact for level 1 support.

• Serves as a contact for users having problems using computer software, hardware, and operating systems, and escalates as necessary.

• Determines whether problem is caused by hardware, software, or system.

• Answers questions, applying knowledge of computer software, hardware, systems, and procedures.

• Talks with technical and non-technical co-workers to research problem and find solution.

• Asks user with problem to use telephone and participate in diagnostic procedures, using diagnostic software or by listening to and following instructions.

• Calls software and hardware vendors to request service regarding defective products.

• Acts as a subject matter expert for one or more custom or COTS applications.

• Talks to programmers to explain software errors or to recommend changes to programs.

• May work as in-house consultant and research alternate approaches to existing software and hardware when standardized approaches cannot be applied.

• Tests software and hardware to evaluate ease of use and whether product will aid user in performing work.

• Write software and hardware evaluation and recommendations for management review.

• Write or revise user-training manuals and procedures.

• Develops training materials, such as exercises and visual displays.

• Train users on software and hardware on-site or in classroom, or recommend outside contractors to provide training.

• Reliable and dependable attendance.

Skills:

Help desk support, Help desk, Service desk, Troubleshooting, Customer service, Windows 10, Active directory, Windows, Phone support, Ticketing system

Additional Skills & Qualifications:

• This position requires knowledge equivalent to that which normally would be acquired through a Bachelor’s Degree in Computer Science, Information Systems, Business, Information Technology, or a related field; or an equivalent combination of education and experience.

• A minimum of three to five years of previous information technology or help desk experience.

• Knowledge of a variety of call-tracking software and systems.

• Ability to retrieve data from computerized, typed and written sources.

• Ability to effectively communicate orally or in writing project recommendations with internal teams and external agencies.

• Follow quality standards, and displays strong customer service skills.

• Ability to work in a team environment.

• Strong communication skills; both written and spoken.

• Occasional walking, climbing over various terrains to inspect construction sites, facilities, etc. Moderate stooping, crouching and kneeling.

• The successful candidate must have reliable transportation to off-site meetings.

Experience Level:

Intermediate 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:

Were 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. Thats 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.