IS Desktop Analyst
Category: Technology
Posted: 05/17/2022
San Diego, California
Direct Hire
Description:
About the Opportunity: The IS Desktop Analyst is responsible for providing second/escalated level support for the user community and their respective applications and equipment. They will be tasked with providing desk-side and remote assistance in resolving Tier I & 2 technology support issues when possible and escalating to the appropriate personnel when necessary. Provides support for ticket queue and Service Desk group mailbox monitoring, as well as acquiring, providing and enriching detailed information for issues and tasks that require escalation. Will require working knowledge in commonly used business applications.
Duration: 6-12 month contract to hire
Location: San Diego (mostly onsite)
Scope:
- To receive calls for assistance from staff by phone, email or in person and to log, resolve or distribute those calls to the appropriate IS staff.
- Perform hands on updates, repairs, configuration and end user training of corporate IS equipment, to include Computers, Mobile Devices, Multi-Function Copiers, Telecommunication/Collaboration devices and Audio/Visual technologies.
- Corporate application account administration in compliance with established policies and procedures.
- Create, update and provide feedback on procedures for both IS and our internal customers. These include not only technical but also business processes.
- Carries out duties in compliance with established business policies.
- Primary point of support for providing user updates, follow ups and working with the Service Desk Administrators to properly attend to and assign escalations when needed
Qualifications & Expertise:
- Community College, Computer Training Center or equivalent experience.
- three or more years working in a Service Desk Tier 2-level Role
- A+, Network +, CCNA, MCP, and/or MCSA, desired.
- ITIL Certification a plus
- knowledge of Windows Operating Systems to include: Windows XP/7/8/10.
- knowledge of installation, configuration and troubleshooting of PC hardware components.
- knowledge of various Windows desktop/server applications such as Microsoft Office, Adobe, Sophos, InTune.
- knowledge of networking technologies, including TCP/IP, DHCP, WINS, DNS and SMTP.
- knowledge of support, administration and troubleshooting of mobile devices.
- Ability to conform to standard entry ticket entry processes regarding the ticket management system.
- Strong ability to effectively communicate, both orally and written.
- Excellent customer service and interpersonal skills.
- Excellent organizational and follow-up skills with strong attention to detail.
- Strong analytical and problem solving skills.
- Ability to multi-task and work well under pressure.
- A high degree of attention to detail coupled with technical ability is required to resolve issues with corporate IS equipment and software while maintaining a high level of customer service.
- Advanced knowledge of ticket escalation practices and ability to follow (and assist with improving/enriching) detailed established processes
- Advanced ability to accurately identify issues necessary for escalation to internal resources, as well as track their status through completion, is also essential to the success of this position.
About Sayva: At Sayva Solutions, our consultants are a part of the Sayva team from before a project starts and as we partner together on future opportunities. We provide competitive compensation as well as a robust benefits package that includes employer-sponsored medical, dental, and vision insurance with a company contribution, 401k plus a competitive match that vests immediately and paid holidays. We truly value each of our consultants and recognize that both wellness and financial wellness benefits are important in attracting and retaining top talent. During your project, we will always provide frequent updates on the status of your project and have a seamless process to transition you onto future projects. We make significant investments in our consultants by finding opportunities to help them gain new skills and grow their career. Additionally, we like to have fun at Sayva! We hold events and recognition awards just for our consultants. Contact us to become a part of the Sayva team!
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