Service Desk Analyst

About the role

This is an onsite position in New Haven, working in a call center environment. The role requires prior technical phone support and remote support experience.

Responsibilities

• Identify and analyze hardware, software, and network-related problems.
• Troubleshoot and resolve problems whenever possible.
• Collaborate with other ITS departments as needed; maintain ownership of the ticket issue to ensure prompt and thorough resolution.
• Troubleshoot complex issues via remote access tools, relating to installation, configuration, and functional/technical support of software and university systems.
• Proactively provide preventative maintenance; keep abreast of current installed operating systems, application software, and computing standards to ensure all versions are up-to-date as recommended by ITS and external application vendors.
• Install and coordinate repair of a wide variety of computing devices and peripherals on the desktop and attached to the Yale Campus network.
• Develop and maintain Knowledge Base content based on Subject Matter Expert (SME) role.
• Support clients in the use of their desktop equipment by instructions and informational interactions.
• Provide Tier I and Tier II support for University applications, including web browsers, email, Oracle financials, HR and Procurement Web applications (including ePortal, SciQuest, Expense Management System (EMS), and Accuship).
• Work with other ITS or external computing support organizations to perform root cause analysis and develop permanent solutions to prevent recurring issues.
• Create and maintain Knowledge Base content, based on assigned Subject Matter Expert (SME) role.
• Support clients and colleagues through informal training and instruction.
• Assure compliance with University security policies and procedures.
• Troubleshoot client home support needs as related to conducting University business.
• Provide coverage for ITS Client Accounts, if needed.
• Document work in departmental work order tracking database on a daily basis.

Requirements

• A Bachelor's degree.
• Experience with XP and knowledge of MAC or Linux.
• A+, Network+, Microsoft, Dell, or Apple certification.
• Quality, good customer presence, great documentation, and ability to work well with others.

Qualifications

• Must be presentable and customer-focused.

Skills

• Help desk, Help desk support, Troubleshooting

Additional Skills & Qualifications

• Must be presentable, customer focused, and get along well with others.

Experience Level

Intermediate Level

Job Type & Location

This is a Contract position based out of New Haven, CT.

Pay And Benefits

The pay range for this position is $20.00 - $24.00/hr. Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following: 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), Workplace Type This is a hybrid position in New Haven, CT.

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.

About TEKsystems Global Services

We’re a leading provider of business and technology services. We accelerate business transformation for our customers. Our expertise in strategy, design, execution and operations unlocks business value through a range of solutions. We’re a team of 80,000 strong, working with over 6,000 customers, including 80% of the Fortune 500 across North America, Europe and Asia, who partner with us for our scale, full-stack capabilities and speed. We’re strategic thinkers, hands-on collaborators, helping customers capitalize on change and master the momentum of technology. We’re building tomorrow by delivering business outcomes and making positive impacts in our global communities. TEKsystems and TEKsystems Global Services are Allegis Group companies.

San Francisco Fair Chance Ordinance

Pursuant to the San Francisco Fair Chance Ordinance, for all positions located in the city and county of San Francisco, we will consider for employment qualified applicants with arrest and conviction records.

Massachusetts Lie Detector

It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.