Help Desk Analyst - Onsite

S R INTERNATIONAL INC•Prairie Township, OH

11h•Onsite

About The Position

This position will function as a highly skilled Help Desk Analyst (HDA) with specific responsibilities that include understanding Desktop Support and Software Licensing Services. The role involves imaging machines, installing complicated software, and using creativity and innovation to automate and streamline processes. The HDA will support customers, troubleshoot issues systematically, and be experienced in building, setting up, and removing desktop equipment. They will also troubleshoot basic network, software, printing, and installation problems, and support staff hardware moves. Experience with ServiceNow and Knowledge Base is preferable. The consultant must be available to work a standard 8-hour shift between 7 AM and 5 PM, with potential for regular changes to the shift. Punctuality and reliability are essential in this customer service environment. Strong communication, leadership, influence, collaboration, and negotiation skills are required, along with the ability to collaborate with supporting resources across business and functional lines. Excellent oral and written skills, along with strong meeting and work session facilitation skills, are necessary. The role acts as an escalation point for high-priority support issues. The ability to interpret end-user license agreements, work independently and as part of a team, manage time and resources to meet deadlines (ServiceNow Tickets), and understand prioritization based on system and user requirements is crucial. Excellent organizational, analytical, planning, problem-solving, and decision-making skills are expected. The candidate must be knowledgeable in the English language and able to speak clearly and understandably. They must also understand and follow established Service Desk processes.

Requirements

Understanding of Desktop Support and Software Licensing Services.
Ability to image machines and install complicated software.
Understands customer support, likes to work with people.
Ability to troubleshoot in a high-level systematic way.
Ability to identify issues, research cause, and remediate.
Experienced in building, setup and removal of desktop equipment (PCs, laptops, phones, peripherals, software, etc.).
Troubleshoots basic network, software, printing and/or installation problems.
Supports staff hardware moves for facility reorganization.
Consultant must be available to work a standard 8-hour shift between the hours of 7AM and 5PM. (Expect regular changes to either the earlier or later shift).
Consultant must be punctual and reliable: arriving at work on time is essential and required as this is a Customer Service Environment.
Strong communication/leadership skills.
Strong influence, collaboration and negotiation experience.
Ability to collaborate with supporting resources across business and/or functional lines.
Have excellent oral and written skills/possess strong meeting and work session facilitation skills.
Act as the escalation point for high priority support issues.
Ability to interpret end user license agreements.
Have the ability to work independently and as part of a team, the ability to manage time and resources to meet assigned deadlines (Service Now Tickets).
Have strong understanding of prioritization stemming from the elicitation of system and/or user requirements.
Have excellent organizational skills, proven analytical, planning, problem solving, and decision-making skills.
Must be knowledgeable in the English language/speak clearly and understandably use the English language.
Ability to understand and follow processes established for the Service Desk.
IT Service Desk experience
IT Troubleshooting experience
Experience documenting procedures
Experience with a Ticketing System is required

Nice To Haves

Experience with ServiceNow and Knowledge Base preferable.

Responsibilities

Help IT Automate and implement new technology to assist with keeping the desktop environment current and running optimally.
Image machines and install complicated software.
Use creativity and innovation to automate and streamline processes and procedures.
Ensure customer satisfaction.
Troubleshoot in a high-level systematic way, identify issues, research causes, and remediate.
Build, set up, and remove desktop equipment (PCs, laptops, phones, peripherals, software, etc.).
Troubleshoot basic network, software, printing, and/or installation problems.
Support staff hardware moves for facility reorganization.
Act as the escalation point for high priority support issues.
Interpret end user license agreements.
Manage time and resources to meet assigned deadlines (Service Now Tickets).
Understand and follow processes established for the Service Desk.