Recruit Professional Services
http://www.recruitps.com
http://www.recruitps.com
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Primary Function:
The Customer Deskside Support Analyst provide technical support to local and remote users via telephone, email, interaction &/or with remote access resources on a daily basis, relying on experience and established procedures to analyze and resolve technical support incidents and problems.
Responsibilities:
Minimum Requirements:
Preferred Requirements:
Customer Deskside Support Analyst
Sterling, VA 20164 US
Posted: 08/15/2017
2017-08-15
2023-04-30
Employment Type:
Contract
Industry: Other Area(s)
Job Number: 231
Job Description
Primary Function:
The Customer Deskside Support Analyst provide technical support to local and remote users via telephone, email, interaction &/or with remote access resources on a daily basis, relying on experience and established procedures to analyze and resolve technical support incidents and problems.
Responsibilities:
- Efficiently categorize, prioritize and diagnose incidents and service requests received via ticketing system
- Prioritizes own workflow to meet deadlines as assigned by the leadership team
- Provides technical assistance to end-users and/or guidance to acquire resolution within established SLAs
- Efficiently images, installs, tests and maintains desktops, laptops, thin-client terminals, peripherals, printers and multiple desktop applications
- Proactively contact end users with follow-up telephone calls, IM or Email messaging or direct personal interaction
- Establishes a proficiency in the applications, system interface, tools, and processes within the department's scope
- Develops proficiency in the business support processes that drive the applications within the department’s scope
- Participates in small and large scale PC-related projects
- Coordinates and performs PC equipment moves as requested by Facilities management
- Collaborates with Asset Processing team to manage hardware and software inventory
- Creates, maintains, and adheres to required departmental SOPs as assigned by the leadership team
- Assists Service Desk Analysts with technical service request escalations
- Provides hands-on support for Engineering and System Admin teams, as requested
- Participates in on-call support rotation, including additional night and/or weekend hours
- Available to travel, as requested
Minimum Requirements:
- Minimum 3 years of PC hardware/software technical support experience
- minimum 2 years of networking, voice/data cabling, telecom and Audio/Visual experience
- minimum 2 years of experience supporting mobile devices
- Excellent customer experience, communication and collaboration skills
- Strong detail orientation and organizational skills
- Ability to lift IT equipment, up to 50lbs, including desktops, printers, server racks, blades and UPS
- Works well in high pressure situations and with multiple task assignments
- Technical Certification (examples: CompTIA, CCNA, Microsoft, etc.)
- High school Diploma or equivalent work experience
Preferred Requirements:
- 2-3 years of advanced software support experience (examples: Microsoft, Apple, Oracle, Putty, etc.)
- Minimum of 2 years Networking, Server and Telecom support experience
- Bachelor degree a plus
Meet Your Recruiter
Jason Destro
Over 20 years’ of recruiting experience with hands-on recruiting and placement of I.T. professionals (Full Time, Temp 2 Perm, & Contingent) in the NJ/NY/CT/PA marketplace for a wide variety of today's demanding IT skill sets. Focused on delivering exceptional service by understanding client’s objectives and goals.
