Grow your career. Drive innovation.
At Bell Techlogix, employees are key to our growing success. We are always looking for driven, smart, and dedicated professionals to add to our award-winning team. We strive to create an inclusive and collaborative workplace where our employees feel valued and have opportunities for career growth. Bell Techlogix offers various training and development programs to help you advance in your career within our company.
Bell Techlogix is a Certified Great Place to Work and is recognized as a Diversity Employer.
The Deskside Support Analyst role performs advanced service, repair, and/or installation of computer products, including system hardware, parts management, software, and PCs. Specific duties include monitoring queue for new tickets and taking ownership, reporting, and root cause analysis. The Analyst must have the ability to develop and document operation processes and work instructions driving efficiencies and best practices. Is familiar with installing software, licensing, troubleshooting; ability to do root cause analysis.
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, processes, and procedures while maintaining the integrity of the customer’s data.
- Maintains and updates work order tickets in client’s ITSM tool with accurate and timely updates to ticket notes.
- Coordinates across multiple departments/vendors to provide support.
- License administration (Check, assigning, and entitling in manufacture license portals), and ServiceNow
- MECM/SCCM Software deployment administration
- Providing installation assistance to CSO and Tech Café representatives
- Software Installation and procedure documentation creation and updates
- 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.
- Hybrid role, if in the 8 identified Indiana counties: Boone, Hamilton, Hancock, Hendricks, Johnson, Marion, Morgan, and Shelby (Must reporting to BTL Corp. office Tuesday, Wednesday, and Thursday of each week.
- 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 and hands-on experience supporting various software packages (Installation and troubleshooting)
- Working knowledge and understanding of client’s hardware platforms.
- Working knowledge and understanding of client’s software and user base.
- Working knowledge and understanding of AD, SCCM, and MECM (or similar software).
- Working knowledge and understanding of various versions of Microsoft operating systems.
- Working knowledge and understanding 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 pre-employment, post offer background check and drug screen.
- 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 & Veteran
