Support Desk Analyst

Job Title : Support Desk Analyst

Job Duration : 6 Months Long term

Job Location : Carlsbad CA Onsite 5 days / week

JOB OVERVIEW

The Support Desk Analyst is responsible for providing efficient timely and high-quality Level 1 technical support to end-users of Callaway information systems.

ROLES AND RESPONSIBILITIES

• Perform computer operational maintenance which includes the ability to install setup configure troubleshoot and optimize client computer systems peripherals and components
• Consistently demonstrate professional and superior customer service and interpersonal skills / soft skills
• Communicate clearly and effectively with teams peers and customers
• Create and update incidents within ticket tracking system including detailed incident and resolution information
• Configure and support anti-virus / anti-malware software and promptly address any reported security breaches
• Update existing documentation as needed and create standard operating procedures and support KBs
• Maintain assets (i.e. laptops workstations mobile devices etc.) and update inventory lists
• Support new hire account creation computer set-up and user orientation as needed
• Responsible for ensuring critical support issues are escalated as appropriate with internal and external resources to meet or exceed agreed upon service level agreement guidelines
• Identifies and troubleshoots problems individually or as a part of a team and provides basic problem analysis and solution implementation that follows established technical guidelines
• Comply with department standards service level agreements and process and procedures as required by IT SOX and security compliance
• Maintain and enhance knowledge of our business and industry
• Supports termination process account disabling asset reporting to HR asset collection license recovery etc.
• Uses the company s ITSM system to record thorough notes and to completely document customer interactions in the tickets created on their behalf
• Manages tickets via the Support desk dashboard to ensure that time to first response SLAs are met
• Regularly monitors the Support Desk ticketing queue to triage tickets and monitors / prioritizes for ticket aging
• Appropriately escalate incidents affecting more than a few people and / or multiple sites to Management as per the company s escalation matrix.
• Performs all other duties as assigned by the Technical Lead Supervisor and / or Manager

COMPETENCIES (Knowledge Skills & Abilities)

EDUCATION AND EXPERIENCE

PHYSICAL REQUIREMENTS / WORK ENVIRONMENT (if applicable)

Key Skills

IT Experience,Problem Management,Desktop Support,Citrix,Mobile Devices,Windows,Customer Support,Help Desk,Operating Systems,Technical Support,Troubleshooting,Application Support

Employment Type : Full Time

Experience : years

Vacancy : 1