What are the responsibilities and job description for the Help Desk Support Analyst position at GeorgiaTEK Systems Inc.?
Service Desk Support Analyst
Location: Columbus, OH (Contract-to-Hire)
Duration: 3-6 Months Plus
Description:
The Service Desk Support Analyst is responsible for efficient, accurate and friendly delivery of support. This position interacts with other IT groups, corporate departments, and store operations. The position will require the ability to manage multiple priorities, including tickets, daily tasks and projects, while working closely with other team members. This position requires excellent communication skills, an ability to work patiently with others, and a positive attitude.
As a Support Analyst, you will:
- Provide exceptional support services to the end user community for both critical and non-critical issues via telephone, email, or in person support scenarios
- Perform basic installation, configuration, and troubleshooting of hardware, software and configuration issues and ensure documented procedures are adequately updated where necessary
- Review and prioritize tickets to ensure that the most critical issues are being addressed
- Document and track all issues in our ticketing system to ensure quality service
- Work with third party vendors to coordinate, implement and validate required services
- Assist with the procurement of equipment and other IT supplies
- Foster a positive learning environment to help team members succeed and promote an engaged working environment
- Follow, document, and maintain existing documentation for both business processes and standard operating procedures, and continually work to improve our service processes
- Work with cell phone vendors to handle basic cell service requests
- Be flexible to shifting priorities based on business goals and objectives
- Facilitate onboarding tasks, configure equipment, and assist new team members with their IT needs during the onboarding process
- Research, explore, and collaborate on emerging issues, problems, and trends
- Properly escalate issues with peers and management when necessary to ensure clear communication within the organization
The ideal candidate will meet the following required qualifications and skills:
- Exceptional interpersonal skills, with a focus on customer service and experience
- Highly organized, independent worker
- Basic knowledge of IT technologies including one or more of the following: Windows 10/11, Active Directory, Entra AD, M365, Mac OS, Apple iOS, TCP/IP, DNS, DHCP
- Proven success troubleshooting and resolving issues
- Solid written and oral communication skills
- Ability to effectively prioritize and execute tasks
- Experience working in a team-oriented, collaborative environment
- Embraces change and process management
- Must be able to work flexible hours, including on-call rotations, holidays, weekends, and occasionally extended hours
Preferred Qualifications:
- Previous experience working with terminal-based applications
- Experience with ServiceNow.
- Knowledge of VOIP and general phone systems.
- ITIL familiarity a plus
- Bachelor’s degree in Computer Science, Business or equivalent experience
