Service Desk Analyst

About the role

The role involves providing support to over 1000 employees in setting up their desktops after migrating from Cisco to Webex phones. The support includes troubleshooting, resolving technical issues, and managing customer interactions.

Responsibilities

• Respond to requests for help from customers.
• Troubleshoot and resolve difficult technical issues effectively and efficiently.
• Prioritize, evaluate, resolve and escalate calls as required.
• Provide appropriately detailed and timely follow-up support with customers.
• Submit accurate and well-documented solutions consistently for inclusion in the knowledge base.
• Record every interaction with customer into the service management system.
• Instruct customers in the use of hardware, software and manuals.
• Configure and distribute hardware and software to customers in a timely manner.
• Install hardware and peripheral components such as monitors, keyboards, printers and disk drives on customers’ machines.
• Load specified software packages such as operating systems, word processing and all proprietary software programs into personal computers.
• Configure and troubleshoot network hardware and communication equipment, operating systems and personal computers.
• Interact with Active Directory for Moves, Additions, and Changes.
• Configure and maintain VDI pools and troubleshooting issues with VDI.
• Enter commands and observe system functions to verify correct system operation.
• Recommend or perform minor remedial actions to correct problems identified.
• Provide updates, status and completion information to the Service Desk Manager through voicemail, e-mail, or in-person communication.
• Maintain medical confidentiality.
• Perform all other duties as assigned by management.

Qualifications

• Ability to follow instructions and respond to managements’ directions accurately.
• Proven skills in advanced computer troubleshooting, analysis, critical thinking and problem solving skills.
• Ability to manage multiple tasks with frequent interruptions, occasionally in urgent situations.
• Demonstrate skills in accuracy and thoroughness paying close attention to detail.
• Look for ways to improve and promote quality and monitors own work to ensure quality is met.
• Ability to learn multiple programs and systems.
• Proven commitment to maintaining medical confidentiality.
• Ability to manage change, delays, or unexpected events and work in an environment with constant change.

Skills

• Help desk, Support, Help desk support, Troubleshooting, Service desk, Technical support, Desktop Top

Additional Skills & Qualifications

• 1-3 Years of experience with service desk support remotely
• Used a ticketing system
• Experience Level Intermediate Level

Job Type & Location

This is a Contract position based out of Atlanta, GA.

Pay And Benefits

The pay range for this position is $25.00 - $27.00/hr.

Requirements

• 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)

About TEKsystems

We are 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 are 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 are strategic thinkers, hands-on collaborators, helping customers capitalize on change and master the momentum of technology. We are building tomorrow by delivering business outcomes and making positive impacts in our global communities.

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.