Deskside Support Analyst

Grow your career. Drive innovation.

Bell Techlogix is a Certified Great Place to Work and is recognized as a Diversity Employer.

Summary

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 Bell Techlogix 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.
• Trains less experienced technicians.
• Maintains regular attendance.
• Other duties as assigned by management.

Required Education, Knowledge, and Experience:

• Must have a high school diploma or equivalent; College degree in a related field is preferred.
• 2-5 years of technical or related experience is preferred.  Relevant education may substitute technical experience.
• Working knowledge and hands-on experience supporting handheld devices and/or mobile devices.
• Working knowledge of client’s hardware platforms.
• 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.
• Knowledge of industry quality standards.
• Original Equipment Manufacturer (OEM) certifications obtained to perform warranty repairs, as required.
• Client-required certifications, if needed.

Abilities and Skills:

• Ability to travel to Bell Techlogix or client site locations; overnight stays required on some occasions.
• 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 team.
• Effective interpersonal skills.
• Attention to detail, excellent organizational skills, and must possess solid customer service skills.
• Maintain a professional dress code and general appearance

Physical, Mental Requirements and Work Environment: 

• Must be able to lift and carry at least 75 lbs.
• Must be able to stand for long periods of time.
• Must be able to walk for long distances.
• Must be able to sit at a computer for long periods of time.
• Must be able to work in a fast-paced environment.
• Manual dexterity to use keyboard to input information.

Equipment Used: 

• Computer
• Phone
• Company vehicle, if provided.

Conditions of Employment:

• Must pass background check.
• Must pass pre-employment drug test.
• Must maintain required certification levels.
• Must maintain valid driver’s license.
• Must have reliable vehicle and maintain proper insurance while employed.
• Must maintain required security clearance, as needed.

Equal Opportunity Employer – Disability and Veteran