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Deskside Support Analyst Job in United States Recruiting by Coretek

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Deskside Support Analyst

🔖 Full Time

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The Deskside Support Analyst will provide quality remote and onsite support to IT users, employing a high degree of customer service, technical expertise, and timeliness. Consult knowledge base to optimize problem resolution, track calls and enter solution data and follow through on resolution with end users.Duties and ResponsibilitiesHandle incoming tickets and provide support; document each call verifying customer information and including all troubleshooting stepsResearch, resolve, and respond to questions received via phone calls, emails, and submitted requests and tickets in a timely manner, in accordance with standards and SLAs if applicableInstall, configure, and upgrade hardware and software applications.Collaborate with cross-functional teams to ensure the smooth operation of IT systems.Escalate problems to appropriate individual/group for additional troubleshooting and resolutionAssist in the resolution of user and support issues to ensure a positive customer experienceContribute to the Knowledge Base with updates to existing articles and generation of new articlesAcquire and maintain current knowledge of relevant product offerings and support policies to provide technically accurate solutions to customersParticipate in team projects that enhance the quality or efficiency of Service Desk and assist with special product-related issues as neededRequirementsStrong listening, verbal, written, and interpersonal communication skillsA strong sense of urgency and the ability to multi-task effectively with attention to detailsDemonstrated organizational, communication and time management skills with the ability to work independentlyAbility to troubleshoot, analyze, and resolve customer concerns in a professional and timely mannerHigh technical aptitude and strong PC troubleshooting skillsAbility to work independently as well as part of a team and function well under pressure.1-3 years customer service experience preferredKnowledge of Active Directory tools and processesFamiliarity of Citrix, AVD, or other virtualization technologiesFamiliarity with VPN and remote connection technologiesKnowledge and support experience with user endpoints such as laptops, desktops, printers, scanners, and other peripheralsAbility to drive and reliable transportationTicket management knowledge, including ITILExperience with Kace Ticketing system a plusExperience with Cherwell Ticketing system a plusExperience with ServiceNow a plusEducation:Bachelor’s Degree preferredITIL, Network+, A+ or Security+ certifications are preferred

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