Deskside Support Analyst
Company: LOOP Recruiting
Location: Lawrence
Posted on: August 6, 2022
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Job Description:
It's fun to work in a company where people truly BELIEVE in what
they're doing!We're committed to bringing passion and customer
focus to the business.DescriptionSummary: The Deskside Support
Analyst role performs advanced service, repair, and/or installation
of computer products, including system hardware, parts management,
software, and PCs. The position provides technical support to
customers on operational and maintenance aspects of system
equipment and serves as the customer contact. Essential Functions:
Performs routine and advanced computer hardware and software
installations, maintenance tasks, troubleshoots, and repairs
computer systems and peripheral equipment.Primarily provides Tier 2
level support; may provide Tier 1 and/or 3 level support as
needed.Escalates problems and issues to a higher level of support
as needed. This includes service that exceeds response time, repair
time, lack of parts, or any other issue that could impact customer
satisfaction.Processes timely and accurate information to ensure
compliance with vendor warranty requirements.Maintains the highest
level of customer satisfaction by resolving all tangible problems
and concerns.Adheres to client policies and procedures while
maintaining the integrity of the customer's data.Maintains and
updates work order tickets in client's ITSM tool.Coordinates across
multiple departments/vendors to provide support.Represents Bell
Techlogix in a professional and businesslike manner and
communicates effectively with customers and associates.Interacts
with the customer when responding to technical questions or
requests for information.Trains less experienced
technicians.Maintains regular attendance.Other duties as assigned
by management. Required Education, Knowledge, and Experience:Must
have a high school diploma or equivalent; College degree in a
related field is preferred.2-5 years of technical or related
experience is preferred. Relevant education may substitute
technical experience.Working knowledge and hands-on experience
supporting handheld devices and/or mobile devices.Working knowledge
of client's hardware platforms.Working knowledge of client's
software and user base.Working knowledge of AD and SCCM (or similar
software).Working knowledge of various versions of Microsoft
operating systems.Working knowledge of various versions of
Microsoft Office Suites.Knowledge of industry quality
standards.Original Equipment Manufacturer (OEM) certifications
obtained to perform warranty repairs, as required.Client-required
certifications, if needed.Abilities and Skills:Ability to travel to
Bell Techlogix or client site locations; overnight stays required
on some occasions.Strong verbal and written communication
skills.Ability to explain product material to a variety of
audiences.Ability to work independently and as a member of a
team.Effective interpersonal skills.Attention to detail, excellent
organizational skills, and must possess solid customer service
skills.Maintain a professional dress code and general
appearancePhysical, Mental Requirements and Work Environment: Must
be able to lift and carry at least 75 lbs.Must be able to stand for
long periods of time.Must be able to walk for long distances.Must
be able to sit at a computer for long periods of time.Must be able
to work in a fast-paced environment.Manual dexterity to use
keyboard to input information. Equipment Used: ComputerPhoneCompany
vehicle, if provided. Conditions of Employment:Must pass background
check.Must pass pre-employment drug test.Must maintain required
certification levels.Must maintain valid driver's license.Must have
reliable vehicle and maintain proper insurance while employed.Must
maintain required security clearance, as needed.
Keywords: LOOP Recruiting, Lawrence , Deskside Support Analyst, Professions , Lawrence, Massachusetts
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