Job offer: IT Service Desk Analyst

REMINDER: WE WILL ONLY RESPOND TO YOU IF YOUR CURRENT EXPERIENCE, INDUSTRY AND QUALIFICATIONS MATCH THE REQUIREMENTS OF OUR PRINCIPALS/EMPLOYERS

• Associate degree in computer science or other related discipline is required.
• Minimum of 5 years of experience required, including at least 2 years in Information
• Systems and 3 years in a directly related position with a mid to large size company.
• Experience providing support via phone (call center operations)
• Experience supporting HP, Dell and/or Lenovo workstations.
• Experience supporting mobile/remote connectivity solutions specifically 3G/4G mobile broadband and virtual private networking (VPN).
• Experience with Microsoft SCCM.
• Experience supporting multifunction devices (MFDs) and printers.
• Experience working with IT Service Management systems.
• Experience working with IT Asset Management systems.
• Experience working with Remote Support tools.
• Experience working with Knowledge Bases.
• Other Customer Service/Facing related roles can be considered a plus
• ITIL Foundations Certification Required
• Comp TIA A+ - Required
• Comp TIA Security+ - Preferred
• Microsoft Certified Desktop Support Technician (MCDST) - Preferred
• ITIL Foundation (Information Technology Information Library) - Preferred
• HDI (Help Desk Institute) Desktop Support Technician - Preferred

• Provides documented break/fix solutions to resolve interruption or performance degradation issues with existing personal computing services with an emphasis on personal and rugged purpose-built computing HW, SW, OS, APP, mobile connectivity & associated peripherals, including workstation,peripheral or component troubleshooting and replacement, SW uninstall/reinstall and OS reimaging.
• Recognizes, documents and escalates complex and/or systemic problems to more experienced analysts and/or technology support team
• Provides new instances of available services to address new or expanded business requirements with an emphasis on personal and rugged purpose-built computing HW, SW, OS, APP & associated peripherals, including deployment, repositioning and recovery, SW installs/uninstalls and OS imaging
• Understands Quanta’s IT Service Catalog strategy and is able to address, document, and respond to customer requests, leveraging the Service Delivery Account Management function
• Provides timely and accurate updates of asset management records as a result of incident resolution, service request fulfillment, physical inventory/audit, and refresh activities including status, location, assignment, and others.
• Recognizes, documents, and escalates anomalies and inconsistencies between and within observed physical assets and recorded asset information.
• Solicits collaborates on and authors, reviews and/or edits client-facing knowledge content to enable self-service and lowest cost of service. Takes ownership of and periodically reviews client-facing knowledge base content for accuracy, completeness, and continuing applicability.
• Engages clients to promote services and manage expectations for HW, SW, OS, APP, mobile connectivity & associated peripherals focused on incident resolution and requests fulfillment services
• Advocates the client perspective within Information Technology with an emphasis on personal and computing HW, SW, OS, APP, mobile connectivity & associated peripherals to ensure business objectives and requirements are incorporated into deliverables.
• Provides specialized incident resolution and request fulfillment services having demanding performance standards such as after-hours support, executive support and other services as scheduled and/or assigned.
• Provide phone and in-person support to customers’ requests.
• Provide other required support services during peak demand periods and other high volume scenarios as necessary.
• Adheres to internal standards, policies and procedures.
• Performs other duties as assigned

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