Onsite Support Analyst
US Tech Solutions•Florence, KY
•Onsite
About The Position
The Onsite Support Analyst is responsible for serving as a desktop support expert responsible for computer hardware, software (location specific or global) and peripherals. This is an on-premises, full-time position responsible as a second point of escalation for the resolution of desktop or laptop related incidents, service requests, and connectivity issues.
Requirements
- Perform hardware and software maintenance and support
- Troubleshoot and resolve PC incidents and VIP requests
- Liaise with third-party suppliers for hardware repair
- Liaise with SISC (Site Information Security Coordinator) on IT security issues and virus elimination
- Liaise with Server Team when server maintenance is required
- Perform staging of PCs (Requires use of SRSS and/or Autopilot)
- Maintain Global Asset Management database with updates related to the assigned hardware
- HSD
Nice To Haves
- Participate in IT team events, follow up on objectives, and key performance objectives
- Participate in GeoMarket projects to accomplish common objectives
- Participate as a key person in IT Domain structure
- Supervise suppliers to perform maintenance, IMAC of IT equipment
- Collaborates with IT Management to ensure support methods are documented and up to date
- Collaborates with IT support team members from various disciplines to identify and resolve incidents efficiently
- Engage with internal customers to provide efficient support and ensure business continuity
Responsibilities
- Provide second-line investigation and diagnosis
- Resolve and close incidents and service requests as per help desk procedures and allocated timelines
- Escalate unresolved incidents and service requests within agreed timescales
- Log incident and service request details per help desk procedures
- Communicate with customer regarding incident progress
- Ensure tickets are always updated until issues are resolved
- Conduct customer satisfaction callbacks and surveys
- Complete GET IT training for On-Site Support Analysts
- Comply with Quality, Health, Safety and Environment policies and IT policies
- Liaise with customers, other IT support groups and third-party providers when necessary
- Perform staging of PCs (Requires use of SRSS and/or Autopilot)
- Maintain Global Asset Management database with updates related to the assigned hardware
- Perform hardware and software maintenance and support
- Participate in IT team events, follow up on objectives, and key performance objectives
- Troubleshoot and resolve PC incidents and VIP requests
- Liaise with third-party suppliers for hardware repair
- Liaise with SISC (Site Information Security Coordinator) on IT security issues and virus elimination
- Liaise with Server Team when server maintenance is required
- Participate in GeoMarket projects to accomplish common objectives
- Participate as a key person in IT Domain structure
- Supervise suppliers to perform maintenance, IMAC of IT equipment
- Collaborates with IT Management to ensure support methods are documented and up to date
- Collaborates with IT support team members from various disciplines to identify and resolve incidents efficiently
- Engage with internal customers to provide efficient support and ensure business continuity
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
