Job Information
TEKsystems Sr. Service Desk Analyst in Bethlehem, Pennsylvania
Description:
Key responsibilities of this position are: - Assist in providing Service Desk Technician support. Act as an escalation point for advanced or difficult help requests. Build rapport with service desk customers. - Use remote tools and diagnostic utilities to aid in troubleshooting. - Escalate incidents with accurate documentation to suitable technician or vendor, when required. - Record, track, and document the service desk incident-solving process through to final resolution. Test fixes to ensure the problem has been adequately resolved. - Research solutions through internal and external knowledgebase as needed. Perform hands-on fixes at the desktop level when remote tools are not appropriate, including hardware repairs, delivery of peripherals, or other fixes as determined. - Deploy pre-packaged software using distribution tools and processes. Assist in software releases and rollouts .Install antivirus software and ensure virus definitions are up to date. - Perform preventative maintenance, including checking and cleaning of servers and mobile devices. Develop help sheets and FAQ lists for end users.
Skills:
Help desk, Help desk support, Ticketing system, freshservice, Windows, Office 365, Desktop, Troubleshooting, server support, sccm, Support, Customer service, Technical support, Password reset, Phone support, Hardware
Top Skills Details:
Help desk,Help desk support,Ticketing system,freshservice,Windows,Office 365,Desktop,Troubleshooting,server support,sccm
Additional Skills & Qualifications:
Minimum qualifications for this position are: - Bachelor’s Degree in Computer Science or Information Systems or equivalent experience. - MCSA and MCSE desired. - 8 or more years of comprehensive hands-on hardware and software troubleshooting experience. - 3+ years of proven project management experience running large scale projects. - 2+ years of related experience with server administration and disaster recovery. - Experience with Mac & IOS desktop and server operating systems. - Application support experience with Office365, Mimecast, Box, SCCM, Teams, One Note, SAP and FortiNet. - Working knowledge of a range of diagnostic utilities. - Experience with desktop and server operating systems.
Experience Level:
Intermediate Level
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.