Support Desk Analyst

Carlsbad, CA - USA

Monthly Salary: Not Disclosed

Posted on: 30+ days ago

Vacancies: 1 Vacancy

Job Summary

Job Title: Support Desk Analyst

Job Duration: 6 Months Long term

Job Location: Carlsbad CA Onsite 5 days/week

JOB OVERVIEW

The Support Desk Analyst is responsible for providing efficient timely and high-quality Level 1 technical support to end-users of Callaway information systems.

ROLES AND RESPONSIBILITIES

Perform computer operational maintenance which includes the ability to install setup configure troubleshoot and optimize client computer systems peripherals and components
Consistently demonstrate professional and superior customer service and interpersonal skills/soft skills
Communicate clearly and effectively with teams peers and customers
Create and update incidents within ticket tracking system including detailed incident and resolution information
Configure and support anti-virus/anti-malware software and promptly address any reported security breaches
Update existing documentation as needed and create standard operating procedures and support KBs
Maintain assets (i.e. laptops workstations mobile devices etc.) and update inventory lists
Support new hire account creation computer set-up and user orientation as needed
Responsible for ensuring critical support issues are escalated as appropriate with internal and external resources to meet or exceed agreed upon service level agreement guidelines
Identifies and troubleshoots problems individually or as a part of a team and provides basic problem analysis and solution implementation that follows established technical guidelines
Comply with department standards service level agreements and process and procedures as required by IT SOX and security compliance
Maintain and enhance knowledge of our business and industry
Supports termination process account disabling asset reporting to HR asset collection license recovery etc.
Uses the company s ITSM system to record thorough notes and to completely document customer interactions in the tickets created on their behalf
Manages tickets via the Support desk dashboard to ensure that time to first response SLAs are met
Regularly monitors the Support Desk ticketing queue to triage tickets and monitors/prioritizes for ticket aging
Appropriately escalate incidents affecting more than a few people and/or multiple sites to Management as per the company s escalation matrix.
Performs all other duties as assigned by the Technical Lead Supervisor and/or Manager

COMPETENCIES (Knowledge Skills & Abilities)

Exceptional Customer Service soft skills
Proficient in Microsoft Windows desktop OS and the Microsoft Office Suite
Working knowledge of Mac/OS X and iOS
Working knowledge of Active Directory and Microsoft Windows domain environments
Able to install setup configure troubleshoot and optimize basic to moderately complex systems & components
Experience with Microsoft Office 365 user administration
Able to recognize and analyze system issues on a working level and identify resolutions or required escalations
Basic knowledge of ERP technologies and platforms SAP optional but preferred
Able to recognize understand and troubleshoot system performance warnings alerts and errors.
Basic understanding of requirements and techniques for integrating disparate systems or technologies.
Able to work independently and prioritize multiple tasks to support business critical processes and service level agreement requirements in a fast-paced environment
Basic understanding of 3rd party application support and troubleshooting.
Strong logic problem-solving along with specific attention to detail
Experience with multifunction printers scanners
Minimum basic working knowledge of network concepts; DNS DHCP IP MAC addresses.

EDUCATION AND EXPERIENCE

Minimum 2 years of IT Support Desk experience
Relevant IT Certifications such as A Microsoft and customer service training optional but preferred
This position is on-site 5 days in our Carlsbad CA office

PHYSICAL REQUIREMENTS / WORK ENVIRONMENT (if applicable)

Work is performed in a designated professional office workstation and environment
Extensive use of office equipment to include computer calculator copier fax and other business-related machines and software
The employee may be required to stand sit crouch walk and bend/conform in uncomfortable positions for varying periods of time

Job Title: Support Desk Analyst Job Duration: 6 Months Long term Job Location: Carlsbad CA Onsite 5 days/week JOB OVERVIEW The Support Desk Analyst is responsible for providing efficient timely and high-quality Level 1 technical support to end-users of Callaway information systems. ...