Desktop Support Analyst

TEKsystems•Littleton, CO

14h•$25 - $30•Onsite

About The Position

The role of the IT User Support Analyst (Contractor) is to provide desk side support to the business. This involves taking ownership of incidents & requests that have been assigned or escalated to the desk side team. They are responsible for troubleshooting these through to resolution in a timely and consistent manner, meeting customer satisfaction and continuous service delivery demands, thus cultivating a first-class consistent experience for the business. This individual provides support primarily to the Denver office, but may also be called upon to assist the user base of other offices in the region and across the U.S. when local offices may be closed or there are no onsite support personnel available. The bulk of support is provided remotely using remote desktop tools but there is often a requirement to also undertake desk visits.

Requirements

Confidently builds rapport and instills confidence with all stakeholders and customers.
Possesses strong trouble shooting skills; Identifies solutions that meet the requirements of the customers, taking a proactive approach to problem solving by identifying patterns and trends.
Ability to analyze service issues and understands independencies.
Excellent communication skills, with the ability to discuss technical concepts confidently and accurately to internal customers.
Comfortable in providing instruction and guidance to individuals and other teams.
Sets appropriate and realistic deadlines and works hard to achieve them.
Makes sound and rational priority decisions concerning own workload.
Two (2) to four (4) years’ experience providing user support in a corporate environment.

Nice To Haves

College degree is preferred. Experience can be substituted for a degree.
ITIL Foundation accreditation preferred.
Strong knowledge of Microsoft Office 365 (Outlook, Word, Excel and PowerPoint), document management systems, and mobile devices (Andriod, BlackBerry and iOS) preferred.
Familiarity with Windows administration and networking desired.

Responsibilities

Use the incident management tool to record and accurately create and update all incidents/requests in line with defined quality requirements;
Maintain high levels of incident ownership through the incident life-cycle to satisfactory customer resolution;
Categorize and escalate incidents and service requests in line with the firm’s incident management process;
Set the user's expectations in relation to incident resolution or service request fulfillment. These should be in line with the agreed SLTs; and
Provide timely and constructive feedback in de-escalations of incidents/requests that have been incorrectly assigned.
Responsible for providing a highly mobile and high quality support service to the office by resolving incidents/requests in a timely fashion, remotely or in person;
Take ownership of issues by carrying out problem analysis to implement temporary or permanent fixes with the aim of restoring service as soon as possible;
Install, configure, upgrade, and support hardware such as, but not limited to, laptops, desktop PCs, printers, telephones, and mobile devices;
Install, upgrade, and troubleshoot all applications that fall under the HL application suite;
Assist in testing new software & hardware, providing constructive feedback as required;
Maintain accurate inventory levels and associated records;
Follow appropriate processes and procedures in relation to assets' life-cycle;
Perform desk or departmental moves at a time that doesn't impact the end user’s ability to work;
Provide support at events and meetings in line with the business requirements;
Ensure that desktop security configurations and practices are implemented and maintained in line with the firm’s policies and procedures;
Assist in knowledge sharing by contributing towards the creation/amendment of support documentation into Knowledge Base;
Understand priorities for the delivery of all IT services and proactively manage own workload, to ensure all deadlines are met;
To constantly and pro-actively look for ways to improve the systems, service, processes, performance. and communication of the IT support services team;
Assist the Training Department, or contracted third parties, with the delivery of scheduled training classes. Follow-up on training provided to new hires;
Support scheduled maintenance windows and assist with system emergencies (i.e., power outages) that require system shutdown, rebooting, post maintenance testing, etc.;
Assist clients and visitors to the office with laptop access and printer installations in conference rooms, visitor offices, etc.;
Assist with the setup and support of audio and video conferences;
Ensure end users are able to use remote access;
Act as an ambassador for the IT Department in all customer interactions;
Other duties as assigned