Location: Yorktown Heights,NY, USA
Description:
Our customer has an immediate opening for a full-time Helpdesk Analyst. In order to be successful in this role, you will need a good blend of technical aptitude, leadership ability, commitment to exceptional customer service, and excellent follow-through. Please note that this is a “hand's on” role.
DUTIES INCLUDE BUT ARE NOT LIMITED TO:
• Under the direction of the IT Operations Manager, coordinating technology support activities (including scheduling) of the Help Desk staff tasked with the efficient/timely delivery of IT services.
• Providing IT support for issues related to hardware, software, and systems. Diagnose and resolve issues remotely if appropriate.
• Assigning service calls to help desk staff/vendors via a ticketing system, insuring that activities are properly, prioritized, completed, and documented.
• Tracking identified support metrics and regularly reviewing findings with IT Operations Manager to determine process improvements, proactive measures to prevent recurring issues, and improve customer satisfaction.
• Interacting with users in support of the deployment of new services, the technical education of users, and the completion of IT projects.
• Preparing technical documentation and providing training for the technical/non-technical agency user community.
• Coordinating the inventory of IT equipment, software, etc, and entering related purchase orders.
• Conducting research on new technologies, scheduling department meetings, and interacting with vendors as appropriate.
• Working with the on site manager to assist with scheduling and administrative tasks.
• Performing other duties as assigned.
CHARACTERISTICS DESIRED:
Self-starter that possesses initiative, resourcefulness, good judgment, the ability to think critically, and has a positive can-do attitude. Independent thinker with collaborative team approach that is passionate about technology and providing high-level customer service. Highly organized, efficient, and attentive to detail, with excellent follow-through. Ability to prioritize and manage multiple tasks at one time, with accuracy. Strong written/verbal communication skills and an eagerness to learn new techniques and technologies.
QUALIFICATIONS:
• Working knowledge of a variety of computer hardware (PC/MAC) and software
• Experience in the delivery of exceptional customer support while adhering to IT/Security policies.
• Experience in coordinating the technical support function of an IT team.
NICE TO HAVE :
• ITIL and management knowledge/certification is a nice plus
Additional Skills & Qualifications:
1. 1-2 Experience coordinating projects and overseeing a team.
2. 1-2 years Experience with Software/Hardware Troubleshooting
3. 1-2 years Experience with Documentation and Communication Skills
Experience Level:
Intermediate Level
Work Structure:
Fully on site (Yorktown Heights, NY)
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)
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.