What are the responsibilities and job description for the Support Desk Analyst position at The Silicon Partners Inc.?
Job Details
Job Title: Support Desk Analyst
Job Duration: 6 Months Long term
Job Location: Carlsbad, CA Onsite 5 days/week
JOB OVERVIEW
The Support Desk Analyst is responsible for providing efficient, timely, and high-quality Level 1 technical support to end-users of Client information systems.
ROLES AND RESPONSIBILITIES
- Perform computer operational maintenance which includes the ability to install, setup, configure troubleshoot, and optimize client computer systems, peripherals, and components
- Consistently demonstrate professional and superior customer service and interpersonal skills/soft skills
- Communicate clearly and effectively with teams, peers and customers
- Create and update incidents within ticket tracking system including detailed incident and resolution information
- Configure and support anti-viranti-malware software and promptly address any reported security breaches
- Update existing documentation as needed and create standard operating procedures and support KBs
- Maintain assets (i.e., laptops, workstations, mobile devices, etc.) and update inventory lists
- Support new hire account creation, computer set-up and user orientation as needed
- Responsible for ensuring critical support issues are escalated as appropriate with internal and external resources to meet or exceed agreed upon service level agreement guidelines
- Identifies and troubleshoots problems individually or as a part of a team and provides basic problem analysis and solution implementation that follows established technical guidelines
- Comply with department standards, service level agreements and process and procedures as required by IT SOX and security compliance
- Maintain and enhance knowledge of our business and industry
- Supports termination process, account disabling, asset reporting to HR, asset collection, license recovery, etc.
- Uses the company s ITSM system to record thorough notes and to completely document customer interactions in the tickets created on their behalf
- Manages tickets via the Support desk dashboard to ensure that time to first response SLAs are met
- Regularly monitors the Support Desk ticketing queue to triage tickets and monitors/prioritizes for ticket aging
- Appropriately escalate incidents affecting more than a few people and/or multiple sites to Management, as per the company s escalation matrix.
- Performs all other duties as assigned by the Technical Lead, Supervisor and/or Manager
COMPETENCIES (Knowledge, Skills & Abilities)
- Exceptional Customer Service, soft skills
- Proficient in Microsoft Windows desktop OS and the Microsoft Office Suite
- Working knowledge of Mac/OS X and iOS
- Working knowledge of Active Directory and Microsoft Windows domain environments
- Able to install, setup, configure, troubleshoot, and optimize basic to moderately complex systems & components
- Experience with Microsoft Office 365 user administration
- Able to recognize and analyze system issues on a working level and identify resolutions or required escalations
- Basic knowledge of ERP technologies and platforms SAP optional but preferred
- Able to recognize, understand, and troubleshoot system performance warnings, alerts and errors.
- Basic understanding of requirements and techniques for integrating disparate systems or technologies.
- Able to work independently and prioritize multiple tasks to support business critical processes and service level agreement requirements in a fast-paced environment
- Basic understanding of 3rd party application support and troubleshooting.
- Strong logic, problem-solving, along with specific attention to detail
- Experience with multifunction printers, scanners
- Minimum basic working knowledge of network concepts; DNS, DHCP, IP, MAC addresses.
EDUCATION AND EXPERIENCE
- Minimum 2 years of IT Support Desk experience
- Relevant IT Certifications, such as A , Microsoft, and customer service training optional but preferred
- This position is on-site 5 days in our Carlsbad, CA office
PHYSICAL REQUIREMENTS / WORK ENVIRONMENT (if applicable)
- Work is performed in a designated professional office workstation and environment
- Extensive use of office equipment to include computer, calculator, copier, fax, and other business-related machines and software
- The employee may be required to stand, sit, crouch, walk and bend/conform in uncomfortable positions for varying periods of time
Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.