Technical Support Analyst

TEKsystems•Rocklin, CA

7d•$17 - $18•Hybrid

About The Position

First point of contact within the Enterprise Help Desk (EHD) for information systems user problems. Responds to routine hardware/software problems and/or questions related to Point of Sale (POS) and End-User Support (EUS), including field LAN/WAN (local area network/wide area network) offices and distribution centers nationally. Models and acts in accordance with Williams-Sonoma Inc's guiding principles. ESSENTIAL FUNCTIONS: • Assists in identifying trends in continuing hardware, software or systems problems. • Documents user problems, resolution, and new solutions for future reference using EHD tools and resources. • Maintains regular and consistent attendance and punctuality. • Performs first-level core troubleshooting on hardware/software systems problems; answers questions, provides technical solutions, and follows up to assist users in solving their information systems problems in a continuous user-support environment. • Refers user problems to EHD Management, senior analysts or other support groups within Information Technology as necessary when additional assistance is required for resolution.

Requirements

Associate degree in a technical or computer related field of study, or equivalent related experience
2-5 years of related work experience
Help desk or customer support environment supporting various hardware, software and personal computer tools (1 year).
Problem management and knowledge base tools (1 year).
Retail Point of Sale systems and or computing systems (1 year) Required Knowledge, Skills and Abilities.
Ability to communicate clearly and concisely, both orally and in writing.
Ability to handle multiple tasks.
Ability to work in a fast-paced and changing environment.
Ability to work as part of a team.
Ability to deliver customer service to users with various levels of computer knowledge.
Ability to work with users of various levels of computer knowledge.
Strong technical aptitude and troubleshooting skills.
Access
MS Word
Queries
Password Reset
XP
Helpdesk
Escalation
Support
Ticketing System
Help desk
Support
Active directory
Office 365
Windows 7
Desktop
Access
MS Word
Queries
Password Reset
XP
Helpdesk
Escalation
Support
Ticketing System
Help desk
Support
Active directory
Office 365
Windows 7
Desktop
O365
Servicenow
Service management
Customer service
Service desk
Troubleshooting
Help desk support
Windows 10
Windows

Nice To Haves

Customer Service
Store Support
Helpdesk
problem solving
troubleshooting
visualization
flexibility
promptness
and excellent communication

Responsibilities

Assists in identifying trends in continuing hardware, software or systems problems.
Documents user problems, resolution, and new solutions for future reference using EHD tools and resources.
Maintains regular and consistent attendance and punctuality.
Performs first-level core troubleshooting on hardware/software systems problems; answers questions, provides technical solutions, and follows up to assist users in solving their information systems problems in a continuous user-support environment.
Refers user problems to EHD Management, senior analysts or other support groups within Information Technology as necessary when additional assistance is required for resolution.