Deskside Support Analyst

POSITION SUMMARY:Performs service, minimal repair (memory, hard drives, and batteries), and/or installation of computer products including, software that is packaged and ready for deployment. Provides technical support to customers on operational or maintenance aspects of system equipment. Serves as customer contact on technical and service-related problems. Diagnoses mechanical, hardware, software, and systems failures, using established procedures. Determines resolution to minimize customer downtime. Involves the use of problem management databases and help desk systems.
LEVEL OVERVIEW AND QUALIFICATION:The Analyst I Level works on assignments that are routine in nature where the scope of work is generally documented and defined. Under general supervision repairs, installs, and tests less complex computer system hardware or software.Requires a minimum of 1-2 years of related work experience, working knowledge of MS OS and MS Office Products, high school diploma, or technical training, or equivalent combination of education and technical experience.

PRINCIPAL DUTIES AND RESPONSIBILITIES:

• Represents Bell Techlogix in a professional and businesslike manner and communicates effectively with customers and associates.
• Interacts with customers responding to technical questions or requests for information.
• Processes timely and accurate information to ensure compliance with warranty requirements of vendors.
• Maintains the highest level of customer satisfaction by resolving all tangible problems and concerns.
• Escalates problems and issues to a higher level of support. This includes service that exceeds response time, repair time, lack of parts, or any other issue that could impact customer satisfaction.
• Primarily provides Tier 1 & 2 level support; occasionally performs Tier 3 level support.
• Performs general maintenance tasks, troubleshoots, and minimal repairs computer systems and peripheral equipment.
• Performs basic computer hardware and software installations.
• Proficient in troubleshooting and repair of various manufacturers’ laptops, desktops, printers and peripherals.
• Be particularly sensitive to avoid violations of customer policies and procedures in the course of troubleshooting which would risk the integrity of customer’s data.
• Document time and/ or trouble tickets and other administrative tasks.
• Resolve user requests or services through the customer’s work order system if applicable.
• Coordinate support across multiple departments to provide I.S. Maintenance.
• Configure network printing and IP addressing if applicable to client needs.
• Install, move, upgrade and change equipment hardware and software based on project/client needs.
• Other duties as assigned.

Fargo, ND, United States

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