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Desktop Support Analyst

Company: Volt
Location: Manchester
Posted on: January 17, 2022

Job Description:

Deskside Support Analyst Summary: The Deskside Support Analyst role performs advanced service, repair, and/or installation of computer products, including system hardware, parts management, software, and PCs. The position provides technical support to customers on operational and maintenance aspects of system equipment and serves as the customer contact.Essential Functions:

  • Performs routine and advanced computer hardware and software installations, maintenance tasks, troubleshoots, and repairs computer systems and peripheral equipment.
  • Primarily provides Tier 2 level support; may provide Tier 1 and/or 3 level support as needed.
  • Escalates problems and issues to a higher level of support as needed. This includes service that exceeds response time, repair time, lack of parts, or any other issue that could impact customer satisfaction.
  • Processes timely and accurate information to ensure compliance with vendor warranty requirements.
  • Maintains the highest level of customer satisfaction by resolving all tangible problems and concerns.
  • Adheres to client policies and procedures while maintaining the integrity of the customer's data.
  • Maintains and updates work order tickets in client's ITSM tool.
  • Coordinates across multiple departments/vendors to provide support.
  • Represents Volt in a professional and businesslike manner and communicates effectively with customers and associates.
  • Interacts with the customer when responding to technical questions or requests for information.Required Education, Knowledge, and Experience:
    • Working knowledge and hands-on experience supporting handheld devices and/or mobile devices.
    • Working knowledge of client's hardware platforms.
    • Microsoft Office 0365 - Tech Stack, Basic networking IP/VPN/LAN, Active Directory, Imaging, etc---
    • Working knowledge of client's software and user base.
    • Working knowledge of AD and SCCM (or similar software).
    • Working knowledge of various versions of Microsoft operating systems.
    • Working knowledge of various versions of Microsoft Office Suites.Abilities and Skills:
      • Ability to travel to Volt or client site locations
      • Strong verbal and written communication skills.
      • Ability to explain product material to a variety of audiences.
      • Ability to work independently and as a member of a teamVolt is an equal opportunity employerJob Requirements:MS Office Stack 0365, Active Directory, Client Support

Keywords: Volt, Manchester , Desktop Support Analyst, Professions , Manchester, New Hampshire

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