CIS Deskside Support Analyst -Temporary Assignment

SSAB•Muscatine, IA

12d

About The Position

The Deskside Support IT Analyst position ensures proper computer operation in support of end users and business operations by actively resolving escalated end-user help requests within established SLAs utilizing diagnostic and help request tracking tools and in-person, hands-on help at the desktop level via telephone, instant messaging, email, and other support tools within a ticketing system. The IT Analyst – Deskside position also provides executive support and user account management/provisioning (new hires, changes, terminations) as well as collaboration with company server and network teams.

Requirements

Exceptional written and oral communication skills and interpersonal skills with a focus on rapport building, listening, and questioning skills
Strong documentation skills and fluent English
Proven analytical and problem-solving abilities
Ability to effectively prioritize and execute tasks in a high-pressure environment
Exceptional customer service orientation and experience working in a team-oriented, collaborative environment
Ability to conduct research into a wide range of computing issues
Ability to absorb and retain information quickly
Highly self-motivated and directed
Ability to present ideas in user-friendly, business-friendly, and technical language
Bachelor’s degree in computer science, mathematics, engineering, or business administration with emphasis in computer-related courses or equivalent work experience

Nice To Haves

Steel/metal industry or other manufacturing enterprise and/or similar product development and support experience
Applicable professional certifications

Responsibilities

Image PCs with standard image from SCCM server
Perform break/fix on desktops, laptops, printers, touchscreen computers
Provide high level support for network and server team
Build and work within a high performing team environment
Lead smaller projects with minimal supervision
Collaborate within and outside of immediate project work groups such as IT Operations and business users to resolve issues and complete project tasks
Maintain keen attention to detail with regard to leased asset locations, return dates, and refresh
Drive IT team initiatives toward continuous improvement
Provide new contributions and updates to existing knowledge base
Evaluate documented resolutions and analyze trends to determine methods for preventing recurring issues
Alert management to emerging trends in incident occurrences
Deploy pre-packaged software as needed using automated deployment tools
Assist in software releases and rollouts according to change management best practices
Provide support to network team as needed
Escalate issues as needed to other support groups
Provide exceptional customer service
Provide remote technical support via remote access tools
Create user account provisioning (user account setups, directory permissions, application access) of new and existing users
Maintain excellent communication with end-users, service managers, and other team members
Configure new laptops and workstations using automated tools
Provide support on conference room technologies
Provide support on telecommunications technologies
Escalate incidents with accurate documentation to suitable technician or vendor as required
Record, track, and document service desk incident-solving process, including all successful and unsuccessful decisions made and actions taken through final resolution
Use remote tools and diagnostic utilities to aid in troubleshooting
Research solutions through internal and external knowledgebase as needed
Perform hands-on fixes at the desktop level when remote tools are not appropriate, including hardware repairs, delivery of peripherals, or other fixes as determined
Test fixes to ensure problems are adequately resolved
Develop help sheets and FAQ lists for end users
Contribute to technician knowledge base and training as needed
Reinforce SLAs to manage end-user expectations
Provide suggestions for continual improvement