Help Desk Analyst

Description:Position Purpose: This position performs daily IT Customer Service/Support consisting of diagnostic, administrative and maintenance tasks. The focus of the job is primarily basic to mid-level IT customer support, incident remediation, hardware/software installations rather than design or planning. The IT Support Specialist is fully capable of resolving readily identifiable incidents and requests through the application of theory and principals in a Service Desk environment. Knowledge/Experience/Ability: Bachelor's degree in Computer Science, MIS or related field preferred. 3 years of related IT education and/or experience. A+/Microsoft Certification(s) and Healthcare Industry experience preferred. • Excellent Customer Service and phone etiquette skills. Human relation skills that include courtesy, professionalism and the ability to work well with customers, colleagues and team members. • Able to multi-task in a fast paced environment. • Enhanced operating system knowledge (currently Windows XP and Windows 7) and Working knowledge of desktop productivity software applications to provide desktop support (e.g., Microsoft Office, McAfee, SCCM applications). • Familiarity with relevant hardware (i.e. Laptops, Thin Clients, Desktops, printers, etc.). • Installation and support of peripheral equipment such as printers, scanners, faxes, cameras, etc. • Work assigned through ticketing queue. Responsible for customer scheduling, ticket updates and closure. • Works in compliance with established procedures and protocols. • Ability to research issues via online resources; test and apply solutions researched. • Requires basic knowledge of theory and principles within a professional IT discipline. • Basic knowledge of business operations • Able to write clearly and coherently using proper grammar, spelling, and syntax. • Ability to analyze information requirements and think in a logical manner. • Limited analysis and/or design work. Position Responsibilities: • Provides entry-level Service Desk based PC support and basic IT related infrastructure support per established corporate and department SLAs. • Provides peripheral equipment support (e.g., printers, scanners, faxes, and cameras), wireless networking, Laptop support etc. • Installs software on workstations and acts as consultant/liaison/advocate to/for our customers. • Able to follow documented processes and procedures. • Responsible for daily maintenance tasks (i.e. remediate broken clients, customer tech support, IMAC activities et al). • Periodic after hour on-call support as assigned by Manager. • Document workflow of processes within the organization. • Research and troubleshoot basic to mid-level IT related issues. • Complete all administrative tasks in a timely and accurate fashion. • Ad hoc basic to mid-level projects as assigned by manager. • Act as a technical resource for other IT Support Specialists. • Some positions are accountable for maintaining inventory of IT equipment (i.e. Computers, thin clients, multi-media equipment, etc.) & software licenses for the company. Decision making, accountability & impact: • Works under immediate supervision: work assignments are well-detailed & well-prescribed. Requires regular supervision or guidance from a supervisor or senior staff member. Expected to take initiative in solving customer issues. • Follows well-defined policy and procedures. • May provide lead work direction to college interns or new hires. Hours would be 8-5 Monday through Friday.Skills:windows 10, microsoft office suite, citrix, servicenowTop Skills Details:Customer Service Technical Support - Windows Strong AttendanceAdditional Skills & Qualifications:Great communication Skills and previous enterprise support desk experience. Must hit the ground runningExperience Level:Entry LevelAbout 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.