Service Desk Analyst in Redwood City, California

Description:

The University IT Service Desk, Client Experience and Solutions (CXS), is seeking a Service Desk Analyst to join our team. We pride ourselves on providing excellent customer service to all of our clients.

If you are experienced in customer service, can stay calm under pressure, and are a phenomenal teammate, this may be the role for you!

JOB PURPOSE:

Under direct supervision, provide technical support to end-users for computer hardware, software, network, collaboration, communication, and productivity tools via phone, live chat, remote desktop, and messaging. You will also record the details of every customer interaction and advance complex issues to more senior technicians for resolution.

CORE DUTIES:

• Provide first line of response to requests for various hardware, software, peripherals, and networking technical assistance. Provide remote problem resolution when possible.

• Resolve basic end-user problems, escalate as appropriate.

• Install, upgrade, configure, and solve computing and communication devices and peripherals.

• Perform, schedule, and monitor system alerts, work queues, back-ups, and recovery activities.

• Apply security standard methodologies.

• Ensure users are assigned appropriate resources.

• Other duties may also be assigned

MINIMUM REQUIREMENTS:

Education & Experience:

Experience with various operating systems and computing devices. Experience installing and configuring desktop computer systems in a networked computing environment, and in applying diagnostic techniques for problem troubleshooting.

Knowledge, Skills, and Abilities:

• Good communication and interpersonal skills.

• Ability to provide excellent client service.

• Ability to apply diagnostic techniques for problem troubleshooting.

• Ability to apply information technology standard methodologies, including security (this includes information security or physical security, such as asset management) to problem resolution and troubleshooting.

• Familiarity with ITSM Ticketing systems, such as ServiceNow, Remedy or ZenDesk.

• Familiarity with remote desktop tools.

Certifications and Licenses:

• None

PHYSICAL REQUIREMENTS:

• Constantly perform desk-based computer tasks.

• Frequently sitting, using a telephone, grasping lightly/fine manipulation, bending, lifting, standing, and carrying equipment.

• Occasionally lift/carry/push/pull objects that weigh 21-40 pounds.

• Rarely kneel/crawl, climb (ladders, scaffolds, or other), writing by hand, sort/file paperwork or parts, grasp forcefully.

• Consistent with its obligations under the law, the University will provide reasonable accommodation to any employee with a disability who requires accommodation to perform the essential functions of the job.

Skills:

Help desk, Help desk support, Service desk, Support, Customer service, Troubleshooting, Ticketing system, macos, Technical support, Windows, Phone support, Active directory, Windows 10, Servicenow, Password reset, O365

Top Skills Details:

Help desk,Help desk support,Service desk,Support,Customer service,Troubleshooting,Ticketing system,macos,Technical support,Windows,Phone support

Additional Skills & Qualifications:

Personality and communication skills are crucial. Need to have a high level of customer service and empathy for the end users.

Experience Level:

Intermediate Level

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.