TEKsystems Service Desk Analyst_Day Shift in New York, New York
One of our clients in NYC is looking for an outgoing Level 1 Help Desk support Analyst to join the Service Desk. This individual will serve as the front-line IT support. On a day to day basis, the successful candidate will monitor and answer the Service Desk phone, e-mail message queues and automated triggered request queues. Aside from this, the Help Desk Support Analyst will provide support and customer service to users , promote and escalate problems, incidents and requested action items. The client is looking for someone that they can train to become a level 2/3 systems analyst as well as train them on the various applications.
The Help Desk Support Analyst will manage level 1 service requests from report to resolution:
• Receive, prioritize, document and actively resolve end user requests
• Answer calls or e-mail contacts within the required service level time frame
• Triage requests to ensure accurate transfers and escalation
• Track open tickets and monitor ticket progress and close ticket items when problems are resolved
• Follow escalation an paging procedures
Provide support and service to end users, seeking to resolve as many calls as possible at level 1
• Provide support for issues related to password resets, MS Office, Windows, security access to printers, printer queues and business/clinical applications.
• Identify problems for submission to problem management process
Service Desk, Help Desk, Helpdesk, windows 7, windows 10, active directory, ticketing system, password reset, network connectivity, Printer Troubleshooting, phone support, Service Now, a+ certification
Top Skills Details:
Windows 7/10 - candidates will be troubleshooting ALL technical issues within a Windows 7/10 platform such as log in issues, printer and network connectivity.
Active Directory - candidates need to be able to create/delete users and reset passwords within Active directory or at the very least a similar tool since 75% of this role is resetting passwords within multiple applications.
Outlook 2010 - candidates need to be able to troubleshoot email connectivity along with folder and access issues.
Additional Skills & Qualifications:
Customer service, Strong work ethic and ability to multi task.
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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.