Service Desk Analyst

TEKsystems•New Haven, CT

3d•$20 - $24•Hybrid

About The Position

This client is seeking a well-rounded helpdesk specialist to provide technical phone and remote support. The role involves supporting a large user base (10,000-20,000 end users) with a wide range of operating systems including XP, MAC, Vista, and some Linux. The team troubleshoots various university applications such as HR sites, procurement tools, business applications, and Oracle tools. Responsibilities also include network troubleshooting and backup restoration, with a primary focus on Outlook email support. The position requires Tier 1 and Tier 2 troubleshooting capabilities.

Requirements

Prior technical phone support and remote support experience.
Bachelor's degree.
Experience in XP.
Knowledge of MAC or Linux.
A+, Network+, Microsoft, Dell, or Apple certification.
Good customer presence.
Great documentation skills.
Ability to work well with others.
Experience with a ticketing system (HP Service Desk preferred).

Nice To Haves

Wide range of experience possible.
Presentable.
Customer focused.

Responsibilities

Identify and analyze hardware, software and network-related problems.
Troubleshoot and resolve problems whenever possible.
Collaborate with other ITS departments as needed; maintain ownership of the ticket issue to ensure prompt and thorough resolution.
Troubleshoot complex issues, via remote access tools, relating to installation, configuration and functional /technical support of software and university systems.
Proactively provide preventative maintenance; keep abreast of current installed operating systems, application software, and computing standards to ensure all versions are up-to-date as recommended by ITS and external application vendors.
Install and coordinate repair of a wide variety of computing devices and peripherals on the desktop and attached to the Yale Campus network.
Develop and maintain Knowledge Base content based on Subject Matter Expert (SME) role.
Support clients in the use of their desktop equipment by instructions and informational interactions.
Provide Tier I and Tier II support for University applications, including web browsers, email, Oracle financials, HR and Procurement Web applications (including ePortal, SciQuest, Expense Management System (EMS), and Accuship).
Work with other ITS or external computing support organizations to perform root cause analysis and develop permanent solutions to prevent recurring issues.
Develop and document technical procedures, including testing of hardware and software products.
Create and maintain Knowledge Base content, based on assigned Subject Matter Expert (SME) role.
Support clients and colleagues through informal training and instruction.
Assure compliance with University security policies and procedures.
Troubleshoot client home support needs as related to conducting University business.
Provide coverage for ITS Client Accounts, if needed.
Document work in departmental work order tracking database on a daily basis.