Helpdesk Support Analyst

TEKsystems•Happy Valley, OR

6d•$22 - $25•Onsite

About The Position

This is a Tier 1 Service Desk position that requires 1-3 years of experience in a service desk/help desk role and excellent customer service skills. The role involves responding to, resolving, or escalating IT-related issues via ticket system, chat, phone, or walk-up. These issues can pertain to desktops, laptops, printers, VPN, telecom, and proprietary applications. The analyst will also install or reconfigure hardware and software, manage employee onboarding/offboarding and account changes, and process hardware decommissioning. Additionally, the role includes managing and tracking company assets, assisting with IT projects, and updating knowledgebase articles and process documents.

Requirements

1-3 years of experience in a service desk/help desk position
Great customer service skills
Strong technical aptitude
Quick learner with the ability to understand workflow capability and constraints
Excellent communication skills, both oral and written
Strong organizational and time management skills with the ability to work independently
Working technical knowledge of current IT protocols, operating systems, and standards
Excellent technical knowledge of PC’s, printers and desktop hardware
Excellent customer service skills
Desire to learn, improve performance, and ask questions
Ability to maintain professional demeanor under stress
Ability to operate effectively in a team environment with both technical and non-technical team members
Windows 10
Active directory
Ticketing system
ServiceNow
A+ Certification
Proficiency in ADs/G-Suite/MS Office/Slack/Zoom/VPN/Asset management/VoIP
Computer config and deploy

Nice To Haves

Associates degree in computer science, computer information systems or a related field experience may be considered in lieu of experience

Responsibilities

Responds to, resolves, or escalates IT related issues raised via ticket system, chat, phone or walk up related to desktop, laptop, printer, VPN, telecom, and proprietary applications.
Escalate issues and coordinate referrals to appropriate personnel as necessary and notify stakeholders of status updates and ticket closure.
Install or reconfigure appropriate desktop hardware and peripherals, software, operating systems, network components, and telecommunications equipment.
Accurately process employee onboarding/offboarding and account changes via Active Directory and G-Suite.
Participate in ordering, receiving, configuring, and deploying new desktop and laptop computers to end users.
Process decommissioning of hardware after offboarding.
Assist in researching accessories and supplies.
Responsible for managing and tracking company assets using multiple tools.
Assist IT with project work such as enterprise-wide systems changes and software updates, writing and updating knowledgebase articles and process documents.
Other duties as assigned.