Description
The Support Analyst is a member of the group which provides technical phone support for the business and for end user devices-both hardware/software including PCs, laptops, IP Telephones, and mobile devices.
The ideal candidate will have previous professional and customer support experience and would be able to identify recurring problems and work toward resolving root cause.
Responsibilities
- Field incoming help requests from end users via telephone and e-mail in a courteous manner.
- Ensures all requests from users are logged and escalation procedures are followed. Maintains problem status/resolution information in ticketing database.
- Ensure SLAs are met by reviewing the Help Desk inbox and tickets. Escalate issues and collaborate with the appropriate IT teams to find resolutions.
- Update Help Desk knowledge base with accurate and up-to-date information.
- Troubleshooting problems with Windows based workstations, custom applications, email, network and peripheral equipment. Troubleshoot Android and Apple iOS software issues.
- Maintains expert level knowledge of the platform’s operating systems, standard applications, and computer hardware solutions.
- Work overtime as required.
Qualifications
- College degree Preferred, in a technology discipline (preferred) 2-5 years professional experience in supporting end user equipment in a high availability corporate or law firm environment.
- Must have excellent customer service skills, communication skills and be a team player.
- Must possess a solid understanding of PC hardware/peripheral devices, Active Directory, standard operating systems (Windows 7/10) and Microsoft Office applications.
- Experience supporting mobile technologies iOS and Android.
Skills
Windows 10, MS Office, Citrix, VPN, iManage document management, Bachelor's Degree, Jabber, Intune
Top Skills Details
Windows 10,MS Office,Citrix,VPN,iManage document management
Additional Skills & Qualifications
Candidates must have excellent communication skills and customer service skills.
Experience Level
Expert 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.
