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Service Desk Analyst, Assoc
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Service Desk Analyst, Assoc

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Job Snapshot

Employment Type Contractor
Job Type Information Technology
Education Not Specified
Experience Not Specified
Manages Others Not Specified
Industry Other Great Industries
Required Travel Not Specified
Job ID moATR108005

Job Description


We are seeking a Service Desk Analyst, Assoc for a very important client.


Ensure the proper day-to-day operation of technology applications and equipment. Provide desk-side assistance in resolving technology support issues. Perform installations, repairs, upgrades, backups, and other maintenance tasks. May have expertise in commonly used business applications. May also handle phone and email assistance as well. Entry-Level position within field. Requires little to no experience in discipline. Conducts routine tasks as directed. Closely supervised with little latitude for independent judgment. Typically requires up to three years experience or equivalent education.
 
About the Team The Deskside Support Engineering group provides company with quality customer service when delivering end to end computer support, phone support, video conferencing support, tier 1 networking and event support. From on boarding to termination, the Deskside Support Engineers are the face of IT and play a pivotal role within the organization. The team supports a mixed environment of Windows, Mac, VM’s and Linux/Fedora. The team environment is fast paced, customer centric and focuses on ITIL service management and metrics based improvements to deliver results. About the Role company Deskside Support team is looking for an experienced, self motivated, customer service focused tech to join the team. 


This person will work with other members of Deskside Support, as well as cross-functional IT staff to provide timely and quality service to company internal user community. This person will be responsible for standard computer support including hardware and software, AD accounts, email, printers and hands on support for tier 3 in MDF rooms. This person will also be responsible for helping implementing global scale projects within their region, identify opportunities for automation and overall continual improvements in order to meet customer expectations. 


Responsibilities 
- Building and deployment of new hire computers/upgrades and RMA/warranty repairs of computers. 
- Shipping/receiving of IT hardware 
- Managing Asset inventory in an asset tracking database and performing monthly asset audits
- Imaging a variety of machines in batches (Linux, Window, OS X) 
- Creating, enabling and disabling accounts within Windows Active Directory 
- Creating, enabling and disabling e-mail accounts on Exchange 2007 server 
- Creating, updating and resolving requests within SLA via a ticketing system 
- Troubleshooting hardware for issues and documentation within the ticketing system 
- In person and remote installation of software on Windows, Linux, OS X, iOS and Android. 
- Customer Service – communicate clearly and professionally with customers while explaining resolution or updates to incidents and service requests. 
- Updating and refining departmental support processes 
- Work with cross functional IT team to deliver global scale solutions 
- Ability to lift 25 lbs. 


Job Requirements

The ideal candidate will need the following:
- BS degree or equivalent industry experience. Typical candidates have a BS degree in a computer related field or 2 plus years of employee support 
- PC and Mac hardware\software troubleshooting knowledge 
- Familiarity with related technologies including AD, basic networking, mobile devices 
- Strong written and verbal skills



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Service Desk Analyst, Assoc


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