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Support Center Analyst

TEKsystems, Inc Catonsville Full-Time
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The Support Center Analyst (SCA) serves as a member of the our client's Service Desk. They serve as the first point of contact between the end-users and the IT organization. The SCA is responsible for providing exceptional customer service and first-contact support. While primarily interacting with customers via telephone, the SCA also assists customers via email regarding telecommunications, networking, computer hardware, and software applications, and general technical issues or concerns. The SCA is responsible for recording the details of reported IT service issues and service requests, and working to either restore service as quickly as possible or alerting and escalating to the appropriate resolver groups. The position requires technical troubleshooting abilities and excellent customer service skills.

* Provide technical support and troubleshooting for all Operating Companies
* Determine the impact and urgency of reported issues and escalation to appropriate resolver group if necessary
* Update and maintain tickets in the ITSM tool
* Assist with Knowledge Management maintenance-updating outdated articles when applicable
* Deliver a high level of Customer Service; ensure Service Levels (SL) are met
* Conducts work in accordance with IS policies and procedures
* Work on special projects as needed
* Minimum two years of experience working in a high-paced 24x7 Service Desk environment
* A+ certification-preferred
* HDI Support Center Analyst certification preferred
* ITIL v3 Foundations preferred
* Flexible work schedule meaning if someone calls out you may be asked to work additional hours when needed
* Extensive working knowledge and ability to troubleshoot Windows operating systems (10) with some exposure to networking - exposure meaning finding an IP address or perform a DNS lookup.
* Proficient with Microsoft Office including Microsoft 365
* Working knowledge of Active Directory
* Ability to work effectively in a team setting as well as independently
* Ability to handle multiple tasks and high-priority issues simultaneously
* Demonstrate advanced problem-solving capabilities, analytical skills, and multi-tasking
* Keep abreast of new technologies, both hardware, and software, and the skills needed to implement them into the work environment
* Excellent customer service skills
* Excellent phone, verbal and written communication skills
* Other skills as assigned

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.

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.

If you would like to request a reasonable accommodation, such as the modification or adjustment of the job application process or interviewing process due to a disability, please call Phone number blocked - click to apply or email Email blocked - click to apply .com for other accommodation options.

Recommended skills

Computer Hardware
Complex Problem Solving
Verbal Communication


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