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Deskside Support Analyst

  • Location: Pennsylvania
  • Job Type:Contract

Posted 12 days ago

  • Expiry Date: 05 June 2022

Job Description:

Interview Process: 

  • 1 virtual round and 1 in-person round of interview

Specific Input: 

  • Need to have corporate experience of at least 3 year in IT support. VIP support is a big Plus. Hands on experience in Windows 10 and Office365.

Position Overview:

  • The Deskside Support Analyst must provide business clients with guidance and second level support by assisting in problem resolution. The Analyst acts as the key contact for on-site and remote clients for workstation problems, requests for new equipment or services and production problems and inquiries

Primary Responsibilities/Accountabilities:

  • Executive Support experience a big plus

  • Identifies and initiates resolutions to client problems and concerns associated with office automation equipment, hardware and software to the client’s satisfaction.

  • Provides second level support to the Help Desk Analyst and responds to problem tickets in a timely and efficient manner.

  • Receives, coordinates and installs desktop equipment and software according to department standards and procedures, and as needed.

  • Interacts with Help Desk and Network Services personnel to provide timely information regarding problem tickets and their resolution.

  • Provides desktop visits to business clients to assess their problems, coordinate the right equipment/software to resolve problems or process service requests.

  • Maintains contact with clients and second/third level support personnel on operational and production problems.

  • Maintains software and hardware registration and inventory to provide upgrades as necessary and ensure appropriate security levels are maintained.

  • Upholds the enterprise policy and procedures as well as recommends new and improved guidelines to ensure compatibility and better service to users of personal computers.

  • Maintains current technical expertise in the rapidly changing technology of microcomputers and utilizes state-of-the-art techniques when implementing desktop solutions.

  • Maintains a positive working relationship with all enterprise departments to optimize working relationships and communication.

  • Strives to learn the job functions of the position’s immediate supervisor as well as peer level positions with whom the individual interacts.

  • Adheres to Service Level Agreements as outlined in the Help Desk Policies and Procedures.

  • Should have knowledge in Desktop Imaging & Scripting.

  • Extensive knowledge on Hardware & O/S Trouble Shooting.

  • Should be expert in deployment of operating systems locally & globally.

  • Good knowledge in Microsoft Operating System - Windows XP & Windows 7 /8.

  • Good understanding of IP telephony setups and installs

  • Solid Blackberry and iPhone troubleshooting skills

  • Basic understanding of Macs – Nice to have.

  •  Basic understanding of Networking Technologies.

  • Basics of Active Directory and Servers

  • Understanding of Helpdesk Ticketing System such as Remedy or Service NOW

  •   Knowledge on all standard Desktop Applications.

  •   Excellent customer service skills. – This is a MUST!

  •   Excellent troubleshooting skills – This is a MUST!

  •   Excellent interpersonal skills to interact with various individuals with diverse backgrounds – This is a MUST!

  • The ability to learn and understand new technology and skills quickly

  • Ability to react to and act upon feedback.

  • Must to be a team player

Position Requirements:

  • High school diploma or equivalent is required.

  • BS or BA degree in computer science, business administration or related field is preferred.

  • 3 years of enterprise computer support experience.

  • Familiarity with existing operating systems is required.

  • Experience with MS Office applications suite & Office 365 is required.

  • Good oral, telephone, and written communication skills.

About ASK: ASK Consulting is an award-winning technology and professional services recruiting firm servicing Fortune 500 organizations nationally. With 5 nationwide offices, two global delivery centers, and employees in 42 states-ASK Consulting connects people with amazing opportunities.

ASK Consulting is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all associates.