Help Desk Analyst - PEAK Technical Services Inc.

General Description

We are looking for a system analyst with 5 years experience or more in supporting users with IT-related needs and issues.

Provide technical assistance to computer users. Answer questions and resolve computer problems for users in person, via telephone, and electronically. Provide assistance concerning the use of computer hardware and software, including printing, installation, word processing, electronic mail, and operating systems.

Coordinate and work with third-party support vendors in providing assistance to computer users for a variety of technical issues including networking, end-user computer hardware, communications, and applications. Create incident tickets and change request tickets within a ticket management tool, monitor ticket queues and escalate tickets beyond SLA’s.

Job Responsibilities

• Oversee the daily performance of computer systems and applications.
• Answer user inquiries regarding computer software or hardware operation to resolve problems.
• Monitor ticket queues, assign tickets to appropriate internal and external support staff, escalate tickets outside of SLA’s until resolved.
• Set up equipment for employee use, performing or ensuring proper installation of cables, operating systems, or appropriate software.
• Install and perform minor repairs to hardware, software, or peripheral equipment, following design or installation specifications.
• Maintain records of daily data communication transactions, problems and remedial actions taken, or installation activities.
• Read technical manuals, confer with users, or conduct computer diagnostics to investigate and resolve problems or to provide technical assistance and support.
• Refer major hardware or software problems or defective products to third-party support vendors for service.
• Develop training materials and procedures, or train users in the proper use of hardware or software.
• Confer with staff, users, and management to establish requirements for new systems or modifications.

Preferred Qualifications

• 5 years experience performing as Helpdesk Technician with hands-on knowledge in resolving issues with Outlook, MS Office, Win 10, Active Directory, COTS applications.

Work Schedule

The candidate must be local to Atlanta and be able to come to the office every day to work.

Benefits

PEAK believes that taking care of our team is essential for success and we are proud to provide benefits that enhance both your well-being and your future.

PEAK's benefit offerings available for our associates include medical, dental, vision, Flexible Spending Account (FSA), Dependent Care Savings Account (DCA), and 401K plan.

Additionally, our associates may be eligible for Paid Sick Leave as required by Federal, State, or local laws.

Equal Opportunity Employer (EEO)

PEAK Technical Staffing is committed to creating a diverse and inclusive environment and is proud to be an Equal Opportunity Employer. PEAK does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, or veteran status, or any other characteristic protected by applicable law. All employment decisions are made based on qualifications, merit, and business need. We encourage all individuals to apply.

Candidate Privacy

To read our Candidate Privacy Information Statement, which explains how we will use your information, please navigate to https://peaktechnical.com/privacy-policy/ and https://peaktechnical.com/ca-residents-privacy-rights/.