Desktop Analyst 1
San Diego, CA
Desktop Analyst 1
Tier one and tier two IT help desk support for PCs, mobile devices, business applications, authentication, and connectivity, with in-person and remote assistance. Requires 1+ year of relevant experience; associate’s degree or ITIL certification preferred.
SUMMARY
As a member of the IT Help Desk team, the Technical Support Analyst provides outstanding customer service and technical assistance to end-users across all levels of technical proficiency.
ESSENTIAL FUNCTIONS AND DUTIES
Provides tier one and tier two support to end-users reporting technical problems related to personal computers, mobile devices, business applications, authentication, and connectivity
Provides both in-person and remote assistance to end-users
Processes requests for software installation and permission change
Receives and records incoming user calls and electronic tickets
Watches ticketing queue and works tickets in accordance with priority, ensuring timely resolution of issues and requests
Documents incident and request tickets as directed by management
Escalates or coordinates resolution of complex incidents to the appropriate support tier or specialist when resolution cannot be secured by the Help Desk team
Deploys and retrieves IT assets to and from end-users, ensuring proper tracking and documentation
Maintains inventory of IT assets, including tracking license utilization and assisting in asset audits
Participates in the testing and deployment of major systems or infrastructure changes
Participates in the daily systems check process and the monitoring of the IT infrastructure
Reports system and network outages following established process
Interfaces with appropriate vendors and contractors to service or repair equipment as needed
Participates in the creation and maintenance of work instructions and procedures
Participates in the continuous improvement of our systems, services and processes
Participates in special projects as directed by management
Provides training or guidance to end-users and team members as required.
Additional responsibilities and duties as assigned
SKILLS AND QUALIFICATIONS
An associate’s degree in information technology (IT) or a related field preferred or equivalent experience/education
ITIL certification is highly desirable
A minimum of 1 year of relevant experience is required
Ability to work effectively in a highly collaborative environment is required
Positive attitude toward customer service is required
Ability to thrive in a fast-paced work environment is required
Demonstrates strong analytical and organizational skills, with excellent verbal and written communication skills
Must be self-motivated and take a proactive approach to responsibilities
Must be able to assimilate technical material independently
PHYSICAL DEMANDS
Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception, and the ability to adjust focus. The employee is regularly required to sit, use hands to fingers, handle or feel objects, or controls, and to talk and hear. Must be physically able to walk to all yard locations. Must be able to lift weights up to 50 pounds. The noise level in the work environment is usually moderate.
As a member of the IT Help Desk team, the Technical Support Analyst provides outstanding customer service and technical assistance to end-users across all levels of technical proficiency.
ESSENTIAL FUNCTIONS AND DUTIES
Provides tier one and tier two support to end-users reporting technical problems related to personal computers, mobile devices, business applications, authentication, and connectivity
Provides both in-person and remote assistance to end-users
Processes requests for software installation and permission change
Receives and records incoming user calls and electronic tickets
Watches ticketing queue and works tickets in accordance with priority, ensuring timely resolution of issues and requests
Documents incident and request tickets as directed by management
Escalates or coordinates resolution of complex incidents to the appropriate support tier or specialist when resolution cannot be secured by the Help Desk team
Deploys and retrieves IT assets to and from end-users, ensuring proper tracking and documentation
Maintains inventory of IT assets, including tracking license utilization and assisting in asset audits
Participates in the testing and deployment of major systems or infrastructure changes
Participates in the daily systems check process and the monitoring of the IT infrastructure
Reports system and network outages following established process
Interfaces with appropriate vendors and contractors to service or repair equipment as needed
Participates in the creation and maintenance of work instructions and procedures
Participates in the continuous improvement of our systems, services and processes
Participates in special projects as directed by management
Provides training or guidance to end-users and team members as required.
Additional responsibilities and duties as assigned
SKILLS AND QUALIFICATIONS
An associate’s degree in information technology (IT) or a related field preferred or equivalent experience/education
ITIL certification is highly desirable
A minimum of 1 year of relevant experience is required
Ability to work effectively in a highly collaborative environment is required
Positive attitude toward customer service is required
Ability to thrive in a fast-paced work environment is required
Demonstrates strong analytical and organizational skills, with excellent verbal and written communication skills
Must be self-motivated and take a proactive approach to responsibilities
Must be able to assimilate technical material independently
PHYSICAL DEMANDS
Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception, and the ability to adjust focus. The employee is regularly required to sit, use hands to fingers, handle or feel objects, or controls, and to talk and hear. Must be physically able to walk to all yard locations. Must be able to lift weights up to 50 pounds. The noise level in the work environment is usually moderate.
Ameri-Force Benefits
As part of the Ameri-Force team, a recognized ESOP company, you have a personal stake in the collective success of the organization, fostering a collaborative and rewarding work environment. Our competitive benefits package includes:
· Industry Leading Pay
· Medical Coverage
· Dental Coverage
· Vision Coverage
· Short Term Disability Benefits
· Term Life Benefits
· Referral Bonuses
*Referral Bonuses are available for specific jobs only
About Ameri-Force
Since 1991, Ameri-Force has been a leader in skilled trades staffing, offering a people-focused approach that provides competitive advantages for our clients and rewarding career opportunities for our contract employees. Leveraging our deep expertise in maritime, manufacturing, aerospace, industrial, and energy sectors, we ensure a seamless experience by efficiently managing federal and state taxes, unemployment, and worker’s compensation. In addition, we offer a comprehensive benefits package, including medical, dental, vision, short-term disability, and life insurance, tailored to meet the needs of our workforce. Join Ameri-Force and be part of a company that values your success.
Learn more at ameriforce.com
* Note: The specific duties, skills and qualifications may vary depending on the company’s requirements and the nature of the tasks performed at the site. Employees must be willing to make reasonable adjustments to their tasks depending on the requirements of the client. We are an equal opportunity employer. We do not discriminate based on race, color, creed, religion, national origin, ancestry, citizenship status, marital status, age, sex, sexual orientation, gender identity, disability, veteran status, or any other protected characteristic as established by law.
As part of the Ameri-Force team, a recognized ESOP company, you have a personal stake in the collective success of the organization, fostering a collaborative and rewarding work environment. Our competitive benefits package includes:
· Industry Leading Pay
· Medical Coverage
· Dental Coverage
· Vision Coverage
· Short Term Disability Benefits
· Term Life Benefits
· Referral Bonuses
*Referral Bonuses are available for specific jobs only
About Ameri-Force
Since 1991, Ameri-Force has been a leader in skilled trades staffing, offering a people-focused approach that provides competitive advantages for our clients and rewarding career opportunities for our contract employees. Leveraging our deep expertise in maritime, manufacturing, aerospace, industrial, and energy sectors, we ensure a seamless experience by efficiently managing federal and state taxes, unemployment, and worker’s compensation. In addition, we offer a comprehensive benefits package, including medical, dental, vision, short-term disability, and life insurance, tailored to meet the needs of our workforce. Join Ameri-Force and be part of a company that values your success.
Learn more at ameriforce.com
* Note: The specific duties, skills and qualifications may vary depending on the company’s requirements and the nature of the tasks performed at the site. Employees must be willing to make reasonable adjustments to their tasks depending on the requirements of the client. We are an equal opportunity employer. We do not discriminate based on race, color, creed, religion, national origin, ancestry, citizenship status, marital status, age, sex, sexual orientation, gender identity, disability, veteran status, or any other protected characteristic as established by law.
$26hr