What are the responsibilities and job description for the IT Desktop Support system Analyst position at Cozen Technology Solutions Inc?
Role: IT Deskside Support system Analyst
Location : Plymouth MA and Dallas TX ONSITE
C2C and W2
10 Years resource needed
IT Deskside Support Systems Analyst- Onsite role
“STRONG EXPERIENCE ON END USER COMPUTE/MAC and WINDOWS with SCCM Application packaging experience”-MUST
Job requirement
The IT Deskside Support Systems Analyst will provide front-line primary technical support to end users on various technical issues and problems relating to hardware, software, and peripherals. They will also be responsible for resolving service tickets in a timely manner according to SLA and providing proper documentation. The IT Deskside Support Systems Analyst must have excellent problem-solving skills to diagnose, evaluate and resolve complex problem situations, or when appropriate, escalate or route them to appropriate IT staff members. Understand, and ensure adherence to, defined technology standards and procedures to include: Incident Management, Security, Change Management, Asset Management and Procurement. This person will also collaborate with IT team members and attend regular status meetings.
The Day-to-Day:
· Provides technical support and guidance to resolve user’s computer hardware and software problems
· Takes ownership of assigned tickets to avoid SLA breach (i.e., maintain/update ticket to closure)
· Submits weekly status reports
· Communicates with users via phone, chat, email and/or a support ticketing system to assess the scope of the problem and determine what, if any, resolution steps users have performed
· Applies knowledge of computer software and hardware to assist users in resolving problems
· Handles installation and set-up of new hardware, software and peripheral equipment
· Coordinates service or replacement of defective products from vendors and manufacturers
· Maintains knowledge of technical innovations, trends and best practices; makes recommendations for new software and hardware
· Drafts or revises user training manuals and procedures
· Develops training materials and/or provides onsite training as requested
· Performs other related duties and special projects as assigned
· Maintains an inventory of all equipment, hardware, software and supplies
This Job is Right for You if You Have (Minimum Requirements):
· High School Diploma with 5 years Infrastructure support experience within a corporate/manufacturing environment
· Proficient in Windows 7/8/10, Mac OS, Office 365, Active Directory and ServiceNow
sudhakar@cozentech.com
