New

Support Analyst

TEKsystems
$20.00 - $27.00 / hr
life insurance, sick time, 401(k), retirement plan
United States, North Carolina, Charlotte
Jan 29, 2025
Description TEKsystems Hospitality client is looking for a Support Analyst that can assist with a major project involving the roll out of Devices. This position will require someone with experience enrolling and configuring Intune into new new devices and helping to get them shipped out to major sites. They will need, documentation, Communication and technical skills related to provisioning. The goal is to bring this position in asap as they also would like additional coverage around the holidays and into the new year. It will be a requirement to be available and onsite through out the rest of the year with the exception of Thanksgiving and Christmas. Intune position for Device roll outs- 340 New PCs for properties that they will be rolling out 10-20 at a time. Need someone with experience provisioning and enrolling Intune , schedule with properties and then get pushed- All will be Dell devices- There will also be another project to push out 600 new Mobile devices - Basic troubleshooting - Hands on deploy and then ship out- Expected 6-9 months worth of work to start Other potential aspects this candidate might touch in a support perspective Job Description Job Description TEKsystems Hospitality client is in need of a an experienced support Analyst to join their team as a result of an internal promotion. This person will assist be a member of a team of 4 supporting 12-15 tickets on average a day of anything from Password resets, Active Directory account creation, setting up new Equipment for new hires, at a tier 1 and tier 2 perspective. This will be supporting about 1000 hotels and also the corporate IT environment. The best candidate for this role will have excellent communication/customer service skills, be extremely reliable and have worked in a medium sized Service/support desk environment. The primary purpose of this role is to provide Tier 1 and tier 2 level support to resolve service incidents/requests in a timely manner according to SLA and perform tracking by entering details of incidents/requests, status updates, and resolutions into the company ticket system. This role will be responsible for multiple in-sourced and out-sourced services including but not limited to desktops, laptops, phones, Wi-Fi, TV, Telecom services and conferencing equipment. The Support Analyst will be required to interact with third party hardware/software and key support vendors. To be successful in this role, a candidate must have excellent problem solving skills in order to diagnose, isolate, evaluate and resolve complex problem situations, or when necessary, escalate or route them to the appropriate group. Major Duties: * Manage daily ticket queue to our internal SLAs during regular business hours and during the rotating oncall hours * In-depth troubleshooting of service interruptions and escalation to support partners as required * Coordinate with key vendor partners for monitoring and ticket resolution * Assist in the creation and review of detailed documentation and tracking for supported technologies. * Basic Desktop and Telecommunications Support * Troubleshoot LAN/WAN network connectivity issues * Support ACCESS control and grant access rights to enterprise applications * User administration and support * Desktop and Server Application Support * Recommend solutions for continuous improvement in Telecommunications and Technology Support * Provide superb customer service both written and spoken, to technical and non-technical customers. Other Duties: * The duties of this position are not all inclusive, but do indicate the "hands on" responsibility of the position. Other responsibilities may be assigned as necessary to support the business environment. * Work with the other IT team members on incident resolutions * Follow established processes for procurement of ESA assets/services * Follow established practices for the rotating oncall responsibility Knowledge Skills and Abilities,: * Intermediate experience in direct End User Support (application, imaging, hardware, user connectivity) * Intermediate skills in general MS Office application troubleshooting * Intermediate level experience in installation, upgrades, and support of Windows desktops * Intermediate understanding of Desktop imaging techniques * Experience supporting users in an Active Directory Environment * Experience supporting End User Computing devices/BYOD/Cellular/Tablets * Experience supporting remote users * General understanding of Networking and Firewall Fundamentals * Ability and Willingness to follow structured methodologies * Ability to work in a fast-paced team oriented atmosphere * Basic understanding of telecom fundamentals such as: LEC relationships, POTS, Circuit speeds and capacities, T1,MPLS, HSIA, DNIS, SIP, Various transport technologies and VOIP * Ability to utilize various online tools and portals to troubleshoot problems * Basic level experience in Hosted, Legacy and IP PBX systems * Basic knowledge of Adtran switches and router configurations * Basic knowledge of Call Routing fundamentals in TDM and IP space * Expectation of intermediate level of Excel proficiency. * Ability to work with minimal supervision * Ability to organize multiple priorities to ensure that daily operations are performed at peak efficiency Additional Skills & Qualifications Manage Engine A+ Cert Skills Intune, Windows, Dell, Support Top Skills Details Intune,Windows,Dell,Support Additional Skills & Qualifications Intune Experience Level Entry Level Pay and Benefits The pay range for this position is $20.00 - $27.00/hr. Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following: * Medical, dental & vision * Critical Illness, Accident, and Hospital * 401(k) Retirement Plan - Pre-tax and Roth post-tax contributions available * Life Insurance (Voluntary Life & AD&D for the employee and dependents) * Short and long-term disability * Health Spending Account (HSA) * Transportation benefits * Employee Assistance Program * Time Off/Leave (PTO, Vacation or Sick Leave) Workplace Type This is a fully onsite position in Charlotte,NC. Application Deadline This position is anticipated to close on Jan 31, 2025. About TEKsystems: We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company. The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.