Support Analyst

The Support Analyst I is responsible for providing day-to-day technical support to customers for a range of hardware and software related systems. They are responsible for resolving and/or escalating complex and unique technical incidents as well as fulfilling service requests within specified SLA’s. They will respond to and diagnoses problems through discussion with users, which includes trouble shooting, fault rectification and problem escalation. They provide effective and timely resolution of users’ problems, queries or complaints. Their daily responsibilities also encompasses desktop and laptop imaging, desktop and laptop inventory management, mobile device setup and support (including smartphones and tablets), documentation development and customer facing FAQ guidelines, report generation of daily incident, requests, telephony and associated survey responses. They are also responsible for outage tasks such as the coordination of widespread severe incident remediation activities. They will cross- train other team members and take on a leadership role in various projects.

Primary Duties & Responsibilities:

• Support Analyst will be logged in at all times to answer calls, and monitor self service queues and requests.

• Provide complex and unique technical troubleshooting assistance to customers across all business units.

• Resolve issues utilizing excellent customer service skills, problem solving skills, technical thinking/reasoning skills, and a high level of individual judgment to ensure outcomes of customer satisfaction.

• Assess situations and recognize when escalation is needed and/or required.

• Manage and triage multiple incoming priorities effectively by understanding customer needs and meeting service level requirements.

• Delivery various reports.

• Develop documentation and customer facing FAQ’s.

• Recommend improvements for quality and consistency.

Coordinating Multitasking Device Setup User Profile Communication Prioritization Problem Solving Desktop Support Microsoft Teams Customer Service Active Directory Microsoft Outlook Technical Support Help Desk Support Business Valuation Inventory Management Microsoft Windows 10 Smartphone Operation Remote Access Systems Software Installation Full Stack Development Call Center Experience Remote Troubleshooting Business Transformation Service Level Objectives Self Service Technologies Virtual Private Networks (VPN) Troubleshooting (Problem Solving) Microsoft Intune (Mobile Device Management Software), Help desk support, remote access call center software, helpdesk, sccm, vpn, active directory, software installation, Imaging, Technical support, Customer service

Additional Skills & Qualifications

• 3+ years of experience within Service Desk and/or onsite Desktop Support role

• Active Directory troubleshooting experience (add/remove users, moving profiles, terminating user profiles, locate Bit Locker code in AD)

• Ticketing experience (prefer ServiceNow)

• Excellent customer service skills

• Strong communication and multi-tasking skills (handling high volume of requests via ticketing and chat systems - must be able to prioritize tasks)

Preferred Qualifications:

• Basic troubleshooting experience with: Outlook, O365, Microsoft Teams, Windows 10/11, Intune, Software installs, Blue Screen of death (BSOD)

• Remote troubleshooting experience or “remoting in” Job Type & Location, Individual compensation offered for this position within this range will depend on many factors, including qualifications, skills, relevant experience, job knowledge, geographic location, internal equity, and other pertinent job-related factors., ServiceNow Coordinating Multitasking Device Setup User Profile Communication Prioritization Problem Solving Desktop Support Microsoft Teams Customer Service Active Directory Microsoft Outlook Technical Support Help Desk Support Business Valuation Inventory Management Microsoft Windows 10 Smartphone Operation Remote Access Systems Software Installation Full Stack Development Call Center Experience Remote Troubleshooting Business Transformation Service Level Objectives Self Service Technologies Virtual Private Networks (VPN) Troubleshooting (Problem Solving) Microsoft Intune (Mobile Device Management Software) +0

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., We’re a leading provider of business and technology services. We accelerate business transformation for our customers. Our expertise in strategy, design, execution and operations unlocks business value through a range of solutions. We’re a team of 80,000 strong, working with over 6,000 customers, including 80% of the Fortune 500 across North America, Europe and Asia, who partner with us for our scale, full-stack capabilities and speed. We’re strategic thinkers, hands-on collaborators, helping customers capitalize on change and master the momentum of technology. We’re building tomorrow by delivering business outcomes and making positive impacts in our global communities. TEKsystems and TEKsystems Global Services are Allegis Group companies. Learn more at TEKsystems.com.