KIK Custom Products

Technical Analyst

CA-ON-Concord
1 month ago
Job ID
2017-4792
# Positions
2
Min. Years Exp.
3
Division
KIK Corporate
Required Education
Bachelor's Degree

Overview

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The Helpdesk Technical Analyst will be responsible for the effective day to day operation of the IT helpdesk via phone, email, remote access and face to face. This person will be responsible for the timely resolution of end user issues, the escalation of issues and requests when necessary and reporting issues that require additional levels of expertise.  The Technical Analyst will also be responsible for updating or creating knowledgebase content as they resolve problems and issues.  They may be asked to provide input and suggestions for Service Desk improvement.  This role requires regular interaction with IT staff and management, necessary to resolve technology issues and improve IT services.

Responsibilities

 

Responsibilities:

  • The setup of desktop and laptop computers including the development and maintenance of computer images.
  • Providing proactive support and training of the multi-site user community.
  • Proactively identify and recommend enhancements to the overall IT infrastructure.
  • Assist end users with installation, configuration, and troubleshooting of hardware and software to ensure continued usability of equipment and software.
  • Provide desk side or phone/remote assistance to end users in the use of existing and new technologies, hardware and software.
  • Contribute knowledge and updated information into IT Knowledge Base.
  • Maintain a professional attitude and provide excellent customer service at all times, to include maintaining a good work ethic and assisting other technical support specialists when needed.
  • Additional hours may be required for problem management and special projects.
  • Participation in “off-hours” Help Desk coverage rotation which includes carrying an “on call” cell phone and responding to calls.
  • Tracking open issues through the use of a ticketing system.

 

 

Qualifications

 

MINIMUM REQUIRED QUALIFICATIONS: 

  • Minimum 1-3 years as a Tier I and II Technical Support Specialist working in a medium to large enterprise.

REQUIRED TECHNICAL SKILLS: 

  • Strong working knowledge of Windows 10 and 7, and MS Office 
  • A basic understanding of Microsoft Active Directory, DNS, DHCP and IP Networking.
  • Capable of building user workstations and laptops.
  • Proven experience effectively supporting remote users via phone, email and desktop remote control software.
  • Experience with SCCM, Cisco Unity and Citrix is a plus

REQUIRED NON-TECHNICAL SKILLS: 

  • The desire to learn new technologies and actively participate in the introduction and improvement of informatics.
  • Comfortable speaking one on one with all levels of the organization.
  • Proficient analytical fault isolation and troubleshooting skills.
  • The ability to work both independently and actively contribute in a team setting.
  • Ability to find technology workarounds to issues that cannot be resolved in a timely fashion.
  • A strong customer service focus and attitude.
  • Good organizational skills.
  • Good verbal and written communications skills.

KIK is an Equal Opportunity / Affirmative Action Employer

 

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