Title: Tech Support Analyst II Location: Chester SC , 29706 Duration: 12 months (Possibility of extension) Shift Hrs: M-F, 8AM - 5PM
Note: Driving is required, there are 3 locations within Chester SC (2) and Anderson SC
Description:The IT Service Desk Analyst is part of the Global Service Desk team which acts as a single point of contact for the intake, triage and resolution of incidents and management of requests. Our Service Desk employs a flexible support model which allows our associates to contact us via multiple channels including phone, self-service portal, email and walk-up service support. The primary role of the IT Service Desk Analyst is to ensure prompt service delivery to end users through the monitoring and management of the intake of all incidents and support requests through all accepted channels (phone, email, ticket system/web portal, walk up). The Service Desk Analyst aims to resolve all tickets within the team’s scope of responsibility, or ensures that all items are correctly reviewed, updated and reassigned to other appropriate IT teams.
Responsibilities:
Provide first response, initial triage and troubleshooting for all support items received through all channels - phone, email, ticket system/web portal, walk up - for on premise & remotely connected staff across all Global locations in line with defined service metrics, SLA’s and OLA’s.
Provide 2nd level support, including deskside support and travel to regional locations as may be needed.
Ensure tickets are created for all client contacts.
Ensure incoming tickets are accurately captured as either incidents (break/fix) or service requests.
Ensure accuracy in assessed impact and urgency of an incident or support request to determine priority.
As needed, escalate or reassign tickets to appropriate resources with complete documentation of all actions and steps taken in any attempt to resolve.
Identify trends in incidents to support problem management. Record all outages within the ticketing system.
Provide basic “how-to” training to end users.
Seek approval to purchase, deploy or upgrade approved endpoint hardware and software, within the scope of Service Desk support items, with vendor coordination as may be needed.
Maintain accurate tracking and recovery of IT equipment.
Escalate items to vendors under existing support contracts; track/document/escalate vendor compliance to existing SLOs.
As assigned, author, edit, and QA knowledge base articles, technical procedures, policies and standard processes related to endpoint technologies.
Validate employee compliance to policy and procedures during all tasks, taking action, reporting, or escalating as necessary.
Participate, as scheduled, for support in on-call rotation, responding within the service level targets and troubleshooting incidents for any global location outside of business-hours, for example, during the evening, overnight and on weekends.
Closely adhere to defined Global IT Service Management processes– change management, incident management, knowledge management, problem management, request management and service level management processes.
Additional duties as assigned by the Manager, Service Desk.
Technical Expertise
Resolve all tickets within scope through use of experience, scripts/knowledge base, detailed research or peer collaboration, with complete documentation of all actions taken and eventual resolution steps.
Collaborate with and escalate or reassign unresolved tickets to appropriate resources with complete documentation of all actions and steps taken in any attempt to resolve.
Build and maintain solid skillset/knowledge in troubleshooting the organization’s endpoint infrastructure and relevant applications.
Troubleshoot issues with Windows OS, macOS, iOS, and Android. Provide software support including M365, Intune, browsers and browser-based applications, miscellaneous software both specialized and commercially available. Provide hardware support for laptops, desktops, printers, mobile devices, desk/soft phones and other end-user peripherals.
Create change tickets in support of end user-related changes. Perform scheduled changes or deployments and ensure accurate completion of change tickets.
As assigned, research new technologies to stay informed on end user experience improvement opportunities, endpoint industry standards and best practices. Make recommendations to Manager, Service Desk for inclusion in technology roadmap.
OUR IDEAL CANDIDATE;
Bachelor's degree or equivalent in Information Technology, Computer Science, Engineering or related field.
Minimum 1 year of experience in IT Level 1 support, 2-3 years’ experience in IT Level 1/Level 2 support preferred.
Experience providing technical support in an enterprise environment, consisting of Windows PCs, thin clients/Citrix/IGELs, macOS, and iOS devices.
Experience supporting M365 applications, and email systems such as Exchange/Outlook.
Experience troubleshooting issues clients may be having when connecting to or using network services.
Excellent customer service skills with an ability to demonstrate empathy.
Experience supporting both onsite and remote users.
Experience providing Executive-level support.
Strong troubleshooting, investigative and problem-solving skills.
Ability to design and develop end-user & training documentation.
Enthusiastic and pleasant attitude.
Strong desire to learn.
Collaborative team player who can effectively participate in global departmental level meetings and positively influence outcomes.
Upholds best practice standards as well as departmental policies and procedures.
Excellent listening skills, verbal and written communication.
ADDITIONAL SKILLS:
Solid Active Directory knowledge (managing user accounts throughout their lifecycle, familiarity with use of OUs, security groups, GPOs, etc.).
Experience imaging/deploying desktops, laptops & mobile devices.
Experience supporting mobile devices using Intune or other MDM solution.
Experience configuring and managing desk/soft phones using Avaya or other platforms.
ITIL Foundation certificate.
Apple Certified Support Professional / Apple Certified IT Professional certification
WORK AUTHORIZATIONS AND TRAVEL;
In possession of valid driver’s license. Able to travel frequently to supported regional locations (25%).
Project Delivery
Serve as an assigned resource for approved Service Desk or other IT projects. Collaborate with project team members to provide technical leadership, to assist in creation of detailed task plans, and to execute activities, communicating status accordingly. Help ensure relevant milestones and deliverables for assigned projects are met to ensure successful delivery.
Team Leadership
Actively participate in knowledge sharing, including training new team members and cross-training peers.
About Us: Established in 2004, SPECTRAFORCE® is one of the largest and fastest-growing diversity-owned staffing firms in the US. The growth of our company is a direct result of our global client service delivery model that is powered by our state-of-the-art A.I. proprietary talent acquisition platform, robust ISO 9001:2015/ISO 27001 certified processes, and strong and passionate client engaged teams. We have built our business by providing talent and project-based solutions, including Contingent, Permanent, and Statement of Work (SOW) services to over 140 clients in the US, Canada, Puerto Rico, Costa Rica, and India. Key industries that we service include Technology, Financial Services, Life Sciences, Healthcare, Telecom, Retail, Utilities and Transportation. SPECTRAFORCE is built on a concept of “human connection,” defined by our branding attitude of NEWJOBPHORIA®, which is the excitement of bringing joy and freedom to the work lifestyle so our people and clients can reach their highest potential. Learn more at: http://www.spectraforce.com
Benefits: SPECTRAFORCE offers ACA compliant health benefits as well as dental, vision, accident, critical illness, voluntary life, and hospital indemnity insurances to eligible employees. Additional benefits offered to eligible employees include commuter benefits, 401K plan with matching, and a referral bonus program. SPECTRAFORCE provides unpaid leave as well as paid sick leave when required by law.
Equal Opportunity Employer: SPECTRAFORCE is an equal opportunity employer and does not discriminate against any employee or applicant for employment because of race, religion, color, sex, national origin, age, sexual orientation, gender identity, genetic information, disability or veteran status, or any other category protected by applicable federal, state, or local laws. Please contact Human Resources at LOA@spectraforce.com if you require reasonable accommodation.
California Applicant Notice: SPECTRAFORCE is committed to complying with the California Privacy Rights Act (“CPRA”) effective January 1, 2023; and all data privacy laws in the jurisdictions in which it recruits and hires employees. A Notice to California Job Applicants Regarding the Collection of Personal Information can be located on our website. Applicants with disabilities may access this notice in an alternative format by contacting NAHR@spectraforce.com.
LA County, CA Applicant Notice: If you are selected for this position with SPECTRAFORCE, your offer is contingent upon the satisfactory completion of several requirements, including but not limited to, a criminal background check. We consider qualified applicants with arrest or conviction records for employment in accordance with all local ordinances and state laws, including the Los Angeles County Fair Chance Ordinance for Employers (FCO) and the California Fair Chance Act (FCA). The background check assessment will consider whether a criminal history could reasonably have a direct, adverse impact on the job-related safety, security, trust, regulatory compliance, or suitability for this role. Such findings may result in withdrawal of a conditional job offer.
At SPECTRAFORCE, we are committed to maintaining a workplace that ensures fair compensation and wage transparency in adherence with all applicable state and local laws. This position’s starting pay is: $26.00/hr.
