Desktop Support Analyst

*Onsite | Enon, OH*

The Deskside Support Analyst role performs advanced service, repair, and/or installation of computer products, including system hardware, parts management, software, and PCs. The position provides technical support to customers on operational and maintenance aspects of system equipment and serves as the customer contact. Provides VIP support of mobile devices for both onsite and offsite executive staff. Assist with laptop refresh of corporate devices.

Due to client requirement, applicants must be willing and able to work on a w2 basis. For our w2 consultants, we offer a great benefits package that includes Medical, Dental, and Vision benefits, 401k with company matching, and life insurance.

Rate: $30 - $32 / hr. w2

• Uses remote tools and cloud technology to provide technical support for hardware, software, store networks and applications
• Manages tickets within ServiceNow for a variety of technical issues.
• Uses experience and problem-solving skills to develop and improve processes and provides reports as required. Provides guidance to less experienced team members.
• Provide White Glove support to executives.
• Support mobile phone by resolving iPhone issues.
• Uses specialized knowledge or skills to solve complex and unique problems, or direct the daily activities of a business, technical support, or functional support team.
• Document daily assignments and inventory updates.
• Stay customer focused and ensure end user receive top notch support.
• Establish priorities for the completion of ServiceNow tasks by determining the impact of known problems.
• Uses judgment to interpret internal and external issues and develop best practices.
• Provide customer support to internal customers within established service levels by ensuring the provisioning of computing systems, allocating day to day incidents and requests properly, ensuring involved parties are notified and required to act when an incident arises, and coordinating the resolution
• Relies upon experience, interpersonal skills, and broad knowledge of the field to ensure task completion in compliance with policies, procedures, and business strategy
• Stage, prepare, and deploy computer, peripherals, and devices to the users
• Proven desktop, laptop, and workstation hardware troubleshooting skills
• Occasionally perform installation of non-standard software
• Demonstrated know-how supporting COE software applications inclusive of Microsoft Windows 10, Office 365, and Teams
• Facilitate data migration between computers
• Virtual desktop support
• Collaborate with vendors or third-party support to resolve technical hardware or software issues
• Reads, interprets and follows procedures described in the internal knowledge base
• Provides documentation for knowledge base articles
• Works with third-party help desk vendors as applicable
• Provides phone support as needed
• Completes other duties, including special projects, as assigned by Management

• Prior help desk experience preferred
• Can work and resolve most escalated tickets.
• VIP/White Glove experience
• Prior iPhone support experience
• Ability to research and resolve issues
• Capable of working in a fast-paced environment
• Excellent verbal communication skills and the ability to explain technical information in layman’s terms
• Well organized with the ability to work under pressure and meet tight deadlines
• Excellent understanding of intra-department functions and operations
• Ability to perform repeated bending, standing and reaching
• Ability to occasionally lift up to 40 pounds

• Associate degree in Computer Networking or 2 years of related experience

Skills, experience, and other compensable factors will be considered when determining pay rate. The pay range provided in this posting reflects a W2 hourly rate; other employment options may be available that may result in pay outside of the provided range.

W2 employees of Eliassen Group who are regularly scheduled to work 30 or more hours per week are eligible for the following benefits: medical (choice of 3 plans), dental, vision, pre-tax accounts, other voluntary benefits including life and disability insurance, 401(k) with match, and sick time if required by law in the worked-in state/locality.
Please be advised- If anyone reaches out to you about an open position connected with Eliassen Group, please confirm that they have an Eliassen.com email address and never provide personal or financial information to anyone who is not clearly associated with Eliassen Group. If you have any indication of fraudulent activity, please contact InfoSec@eliassen.com.

About Eliassen Group:

Eliassen Group is a leading strategic consulting company for human-powered solutions. For over 30 years, Eliassen has helped thousands of companies reach further and achieve more with their technology solutions, financial, risk & compliance, and advisory solutions, and clinical solutions. With offices from coast to coast and throughout Europe, Eliassen provides a local community presence, balanced with international reach. Eliassen Group strives to positively impact the lives of their employees, clients, consultants, and the communities in which they operate.

Eliassen Group is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.

Don’t miss out on our referral program! If we hire a candidate that you refer us to then you can be eligible for a $1,000 referral check!