Description:

The Help Desk Analyst will provide technical assistance and support to endpoints and mobile devices. They will answer questions and resolve problems for staff in person or remotely. This will include providing assistance with desktop/laptop/mobile device hardware and software. This person will also be in charge of new computer setup, computer returns, shipping out new computers and inventory management.

Tasks

• Excellent customer service and phone skills.
• Ability to explain technical information to non-technical staff.
• Strong analytical skills with advanced experience troubleshooting and resolving Windows 7/10, O365, Microsoft Office, Chrome, printing, telephone systems and 3rd party applications.
• Experience with Mobile Device Management.
• Experience working in a ticketing system and a detailed understanding of proper documentation.
• Understands how to triage and prioritize issues and escalation of issues to management as appropriate.
• Experience working for mid-sized company or larger.
• Answer user inquiries regarding computer/mobile device software or hardware operation to resolve problems.
• Read technical manuals, confer with users, or conduct endpoint and mobile device diagnostics to investigate and resolve problems or to provide technical assistance and support.
• Set up equipment for employee use, performing or ensuring proper installation of cables, operating systems, or appropriate software.
• Develop training materials and procedures, or train users in the proper use of hardware or software.
• Refer major hardware or software problems or defective products to vendors or technicians for service.
• Install and perform minor repairs to hardware, software, or peripheral equipment, following design or installation specifications.
• Modify and customize commercial programs for internal needs.
• Inspect equipment and read order sheets to prepare for delivery to users.

Technology Skills

• Operating system software — Windows 7/10, IOS and Android
• Third party application administration and support

Knowledge

• Computer/mobile devices and Electronics — Knowledge of circuit boards, processors, chips, electronic equipment, and computer/mobile device hardware and software, including applications and programming.
• Customer and Personal Service — Knowledge of principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction
• English Language — Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar.
• Telecommunications — Knowledge of transmission, broadcasting, switching, control, and operation of telecommunications systems.
• Technology — Knowledge of the practical application of technology. This includes applying principles, techniques, procedures, and equipment to the design and production of various goods and services.

Skills

• Active Listening — Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.
• Reading Comprehension — Understanding written sentences and paragraphs in work related documents
• Speaking — Talking to others to convey information effectively.
• Complex Problem Solving — Identifying complex problems and reviewing related information to develop and evaluate options and implement solutions.
• Critical Thinking — Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.

Abilities

• Oral Comprehension — The ability to listen to and understand information and ideas presented through spoken words and sentences.
• Oral Expression — The ability to communicate information and ideas in speaking so others will understand.
• Written Comprehension — The ability to read and understand information and ideas presented in writing.
• Near Vision — The ability to see details at close range (within a few feet of the observer).
• Information Ordering — The ability to arrange things or actions in a certain order or pattern according to a specific rule or set of rules (e.g., patterns of numbers, letters, words, pictures, mathematical operations).

Work Activities

• Interacting With Computer/mobile devices — Using computer/mobile devices and computer/mobile device systems (including hardware and software) to program, set up functions, enter data, or process information
• Getting Information — Observing, receiving, and otherwise obtaining information from all relevant sources.
• Communicating with Supervisors, Peers, or Subordinates — Providing information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person.
• Updating and Using Relevant Knowledge — Keeping up-to-date technically and applying new knowledge to your job.
• Making Decisions and Solving Problems — Analyzing information and evaluating results to choose the best solution and solve problems.
• Detailed Work Activities
• Provide technical support for software maintenance or use.
• Monitor computer/mobile device system performance to ensure proper operation.
• Read documents to gather technical information.
• Collaborate with others to resolve information technology issues.
• Resolve computer/mobile device software problems.

About TEKsystems:

We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.

The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.