Service Desk Analyst - Carlsbad , CA

Global Business Ser. 4u; Carlsbad (CA); On-site; USD 55,000 - 70,000; Full time

Job summary

Global Business Ser. 4u is seeking a Support Desk Analyst to provide Level 1 technical support for end-users in Carlsbad, CA.

The role requires hands-on operation of client computers and peripherals, asset maintenance, and incident management within an ITSM system. The ideal candidate has at least 2 years in IT support desk, strong customer service, and familiarity with Windows, Office 365, and Active Directory.

Qualifications

• Minimum 2 years of IT Support Desk experience.
• Relevant IT certifications such as A+ or Microsoft are optional but preferred.
• On-site role in Carlsbad, CA office.

Responsibilities

• Provide Level 1 technical support to end-users for information systems.
• Install, setup, configure, troubleshoot, and optimize client computer systems and peripherals.
• Create and update incidents with detailed resolution notes.
• Maintain assets and update inventory lists.
• Escalate critical issues per SLA to internal/external resources.
• Assist with new hire account creation and device setup.
• Document SOPs and update knowledge bases.

Skills

Customer Service

Windows OS

MacOS/iOS

Active Directory

Office 365

Troubleshooting

Hardware & Peripherals

Education

IT Certifications (A+, Microsoft) optional

Tools

ITSM ticketing system

ERP (SAP) optional

Job description

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 elevate 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)

• Exceptional Customer Service, soft skills
• Proficient in Microsoft Windows desktop OS and the Microsoft Office Suite
• Working knowledge of Mac/OS X and iOS
• Working knowledge of Active Directory and Microsoft Windows domain environments
• Able to install, setup, configure, troubleshoot, and optimize basic to moderately complex systems & components
• Experience with Microsoft Office 365 user administration
• Able to recognize and analyze system issues on a working level and identify resolutions or required escalations
• Basic knowledge of ERP technologies and platforms – SAP optional but preferred
• Able to recognize, understand, and troubleshoot system performance warnings, alerts and errors.
• Basic understanding of requirements and techniques for integrating disparate systems or technologies.
• Able to work independently and prioritize multiple tasks to support business critical processes and service level agreement requirements in a fast-paced environment
• Basic understanding of 3rd party application support and troubleshooting.
• Strong logic, problem-solving, along with specific attention to detail
• Experience with multifunction printers, scanners
• Minimum basic working knowledge of network concepts; DNS, DHCP, IP, MAC addresses.
  

Education And Experience

• Minimum 2 years of IT Support Desk experience
• Relevant IT Certifications, such as A+, Microsoft, and customer service training optional but preferred
• This position is on-site 5 days in our Carlsbad, CA office