What are the responsibilities and job description for the Service Desk Analyst position at TEKsystems?
*Description*
1.Perform first and second level support/troubleshooting for all issues received via phone, email, and the ServiceDesk system. Support includes, but not limited to, updating active directory accounts, adding printers, resetting passwords, hardware and software troubleshooting and escalation to vendors when required.
2.Actively manage ServiceDesk ticket queue using department predefined strategy, by ensuring all tickets are properly categorized, prioritized, updated, and resolved in a timely manner. Follow up with stakeholders on a daily basis with all open issues until resolved. Notify requesters and escalate when necessary.
3.Create accounts and troubleshoot issues with Sophos VPN, and McAfee EPO Disk Encryption.
4.Manage internal Service Desk documentation, outlining steps and solutions used to troubleshoot common problems.
5.Publish and maintain a library of self-help solutions to common problems for user population and promote user access to the ServiceDesk software solutions area.
6.Explain problem resolutions to employees and customers.
7.Maintain and administer Mitel VoIP phone system.
8.Building and imaging new laptops with SCCM and setting up work environments.
9.Manage and maintain equipment inventory records to include Laptops, phones, monitors, printers and other peripherals. Undertake and assist with all IT equipment moves
10.Assist with the coordination and setup of all conference room booking request that require AV support
11.Be able to support multiple business locations, either remotely or in person as needed.
12.Lead hardware/software projects for the IT team.
13.Participate in monthly Server Maintenance patching.
14.Help to administer and learn new Enterprise Applications (Salesforce etc.)
*Skills*
Service desk, Support, Customer service, Windows 10, Active directory, Troubleshooting, Office 365, azure, sccm, mcafee, audiovisual, microsoft office, Password reset, zoho, voip, Vpn, hardware/software, Ticketing system
*Top Skills Details*
Service desk, Support, Customer service, Windows 10,Active directory, Troubleshooting, Office 365, azure, sccm, mcafee, audiovisual, microsoft office, Password reset, zoho, voip
*Additional Skills & Qualifications*
1.Minimum of 3-5 years of IT experience
2.Bachelor's degree preferred
3.Working knowledge of O365, Windows 10, Active Directory
4.Application management with software as a service
5.Disk Encryption and VPN software a must
6.SCCM a plus
Special Working Conditions and Physical Demands
1.Use of computer monitor and telephone over long periods.
2.Some travel may be required to be able to support multiple business locations, either remotely or in person as needed.
3.Handle multiple tasks simultaneously.
4.Ability to adapt and be flexible due to changes in task priority.
5.Halon protected computer environment.
6.Have the ability to lift up to 50 lbs.
7.Scheduled hours for this position are 9:00am to 4:45pm. Non-traditional Institutes work hours may be required on an emergency, pre-scheduled, or project basis.
*Pay and Benefits*
The pay range for this position is $19.00 - $24.00/hr.
Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following:
* Medical, dental & vision
* Critical Illness, Accident, and Hospital
* 401(k) Retirement Plan - Pre-tax and Roth post-tax contributions available
* Life Insurance (Voluntary Life & AD&D for the employee and dependents)
* Short and long-term disability
* Health Spending Account (HSA)
* Transportation benefits
* Employee Assistance Program
* Time Off/Leave (PTO, Vacation or Sick Leave)
*Workplace Type*
This is a fully onsite position in Malvern,PA.
*Application Deadline*
This position is anticipated to close on Mar 12, 2025.
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.
1.Perform first and second level support/troubleshooting for all issues received via phone, email, and the ServiceDesk system. Support includes, but not limited to, updating active directory accounts, adding printers, resetting passwords, hardware and software troubleshooting and escalation to vendors when required.
2.Actively manage ServiceDesk ticket queue using department predefined strategy, by ensuring all tickets are properly categorized, prioritized, updated, and resolved in a timely manner. Follow up with stakeholders on a daily basis with all open issues until resolved. Notify requesters and escalate when necessary.
3.Create accounts and troubleshoot issues with Sophos VPN, and McAfee EPO Disk Encryption.
4.Manage internal Service Desk documentation, outlining steps and solutions used to troubleshoot common problems.
5.Publish and maintain a library of self-help solutions to common problems for user population and promote user access to the ServiceDesk software solutions area.
6.Explain problem resolutions to employees and customers.
7.Maintain and administer Mitel VoIP phone system.
8.Building and imaging new laptops with SCCM and setting up work environments.
9.Manage and maintain equipment inventory records to include Laptops, phones, monitors, printers and other peripherals. Undertake and assist with all IT equipment moves
10.Assist with the coordination and setup of all conference room booking request that require AV support
11.Be able to support multiple business locations, either remotely or in person as needed.
12.Lead hardware/software projects for the IT team.
13.Participate in monthly Server Maintenance patching.
14.Help to administer and learn new Enterprise Applications (Salesforce etc.)
*Skills*
Service desk, Support, Customer service, Windows 10, Active directory, Troubleshooting, Office 365, azure, sccm, mcafee, audiovisual, microsoft office, Password reset, zoho, voip, Vpn, hardware/software, Ticketing system
*Top Skills Details*
Service desk, Support, Customer service, Windows 10,Active directory, Troubleshooting, Office 365, azure, sccm, mcafee, audiovisual, microsoft office, Password reset, zoho, voip
*Additional Skills & Qualifications*
1.Minimum of 3-5 years of IT experience
2.Bachelor's degree preferred
3.Working knowledge of O365, Windows 10, Active Directory
4.Application management with software as a service
5.Disk Encryption and VPN software a must
6.SCCM a plus
Special Working Conditions and Physical Demands
1.Use of computer monitor and telephone over long periods.
2.Some travel may be required to be able to support multiple business locations, either remotely or in person as needed.
3.Handle multiple tasks simultaneously.
4.Ability to adapt and be flexible due to changes in task priority.
5.Halon protected computer environment.
6.Have the ability to lift up to 50 lbs.
7.Scheduled hours for this position are 9:00am to 4:45pm. Non-traditional Institutes work hours may be required on an emergency, pre-scheduled, or project basis.
*Pay and Benefits*
The pay range for this position is $19.00 - $24.00/hr.
Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following:
* Medical, dental & vision
* Critical Illness, Accident, and Hospital
* 401(k) Retirement Plan - Pre-tax and Roth post-tax contributions available
* Life Insurance (Voluntary Life & AD&D for the employee and dependents)
* Short and long-term disability
* Health Spending Account (HSA)
* Transportation benefits
* Employee Assistance Program
* Time Off/Leave (PTO, Vacation or Sick Leave)
*Workplace Type*
This is a fully onsite position in Malvern,PA.
*Application Deadline*
This position is anticipated to close on Mar 12, 2025.
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.
Salary : $19 - $24
