IT Support Analyst at TEKsystems

Job Description:

This role involves both service desk and desktop support for a Managed Service Provider (MSP). The candidate will spend part of the day taking phone calls from a queue and the rest of the time working onsite with over 300 customers or handling remote support for customers not in the same location. Comfort with both phone and onsite support is essential.

Responsibilities:

• Provide day-to-day technical support for a range of hardware and software systems.
• Resolve and escalate complex technical incidents and fulfill service requests within specified SLAs.
• Troubleshoot and diagnose problems through user discussions, including fault rectification and problem escalation.
• Ensure timely resolution of user problems, queries, or complaints.
• Handle desktop and laptop imaging, inventory management, and mobile device setup/support (smartphones and tablets).
• Develop documentation and customer-facing FAQ guidelines.
• Generate daily incident, request, telephony, and survey response reports.
• Coordinate remediation activities for widespread severe incidents.
• Cross-train team members and lead various projects.

Skills and Qualifications:

• Minimum 1 year of experience with Microsoft Exchange (preferred).
• Minimum 1 year of experience with Active Directory administration (preferred).
• Minimum 1 year of experience with networking monitoring tools and basic troubleshooting (preferred).
• Minimum 1 year of experience with CISCO telephony and troubleshooting (preferred).
• Working knowledge of Windows 7, Windows 10, Microsoft Office Suite, VPN, Citrix, VDI, and remote tools.
• Experience with IT Service Management tools, preferably ServiceNow.
• Experience working within an ITIL methodology.
• Microsoft Certified Professional, A+, and Net+ certifications are preferred.
• Undergraduate degree in Information Technology or equivalent combination of education and work experience.

Primary Duties & Responsibilities:

• Stay logged in to answer calls and monitor self-service queues and requests.
• Provide complex technical troubleshooting to customers across all business units.
• Resolve issues using excellent customer service, problem-solving, and technical reasoning skills.
• Assess situations and escalate when necessary.
• Manage and prioritize multiple incoming requests effectively.
• Deliver various reports.
• Develop documentation and customer-facing FAQs.
• Recommend improvements for quality and consistency.

Skills:

Help desk support, Help desk, SCCM, remote access call center software, Troubleshooting, VPN, software installation, Active Directory, BitLocker, ServiceNow, Windows 10, Exchange, Office 365, Microsoft Office, Intune, ServiceNow experience preferred, Active Directory experience preferred, VPN/MFA experience preferred, Phone queue experience preferred, SCCM experience a plus, Intune experience a plus.

*ONLY CONSIDERING W2 candidates that are local to the Wilmington, DE area. *Please no unsolicited calls for C2C openings or candidates

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.