Desktop Support Analyst
Position Type: Short Term (6+ weeks) Contract

Number of Positions: 2
Kelly IT Resources is currently assisting one of our clients, a global leader in biotechnology located in the downtown area, in their search for a Desktop Support Analyst. The ideal candidate will have 3+ years of experience in maintaining, upgrading, and supporting hardware, software, operating systems, and accessories, preferably in a complex/fast paced technical environment. This position is a 6 week contract; therefore candidates willing to work within the timeframe stated need only apply.
RESPONSIBILITIES: Build, install, and ensure customer satisfaction for all new and replacement computer equipment.
Analyze and resolve customer requests. Share technical knowledge with customers.
Provide top notch customer service during every customer request. Professional appearance, great communication skills, and attention to detail are required for this role.
Ensure accurate reporting of all software licensing. Ensure licenses are obtained through correct channels prior to performing installations/upgrades.
Assist in the support of local servers as required.
Receive, document, and complete/assign the overflow of service calls from the I/S Service Desk Ticketing System.
Act as a backup for Service Desk incoming call queue.
Create an incident or request ticket for all contacts into the Service Desk Ticketing System.
Work closely with the I/S Service Desk to resolve problems in a timely and effective manger.
Follow all department processes, Standard Operating Procedures, and Service Level Agreements.
Ensure compliance with all I/S SOP's, processes, policies, and standards.
Utilize identified company standard equipment.
Maintain, grow, and ensure quality of team documentation.
Utilize the Knowledge Base to provide customers with consistent resolutions, review for inaccurate or outdated information, and update the Knowledge Base regularly to expand the technical knowledge of the team.
Responsible for logging all customer descriptions, troubleshooting and steps taken, and other events in the Service Desk Ticketing System.
DESIRED/REQUIRED EXPERIENCE: Bachelor's Degree in Computer Science preferred, not required.
A+, MCP certifications highly desired.
3-5 years of experience in supporting PC hardware, Windows operating systems and software REQUIRED.
Excellent I/S technical support, diagnostic, and troubleshooting skills REQUIRED.
Great communication and presentation skills are critical for this position. 

3-5 years of experience in supporting PC hardware, Windows operating systems and software REQUIRED. Bachelor's Degree in Computer Science preferred, not required.