Service Desk Analyst - Clearwater, Florida | CareerCircle
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Service Desk Analyst

TEKsystems

02/23/2022

Posting ID: JP-002665733

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Clearwater, Florida
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Description:

MarineMax is seeking additional service desk support professionals to join their team. They previously had a tiered structure to their support team but they are doing away with that to unify the resources and provide them the ability to learn and grow their knowledge in multiple areas and technologies. This team supports internal MarineMax employees and salespeople only. Typically, the employee with the issue will log their own ticket (into Manage Engine Service Desk Plus), however, sometimes if it’s very urgent, the salesperson will call in and need immediate assistance and the Help Desk will put the ticket in for them. Typical support includes the Microsoft Suite (O365, SharePoint, OneDrive), Fuse (phone system), Citrix receivers, Active Directory, Application Support (proprietary apps), ERP/CRM systems (proprietary), Ghost Imaging, PC imaging and hardware asset inventory, various other tickets in regards to computer peripherals such as printers, fax machines, etc., and the network team works with Cisco switches, Palo Alto VPN, and SolarWinds. They are working to streamline their systems and applications so these candidates should be positive and helpful with this transition and be a team player while they work to make improvements. These candidates should have the ability to be customer facing, professional, have superior customer service, take initiative and be proactive to bring issues to resolution. They encourage cross training and ongoing learning so they are looking for people that also want to learn and grow their knowledge and experience and not be afraid to ask questions. They typically receive 70-100 tickets a day that are prioritized based on the impact to the end customer and whether it is prohibiting a boat being sold. The team divides up tickets and has a daily stand up meetings to discuss issues and resolutions to ensure that they are being handled efficiently and correctly. Once a permanent employee, there is an on-call rotation (6-10pm M-F, Saturday, and Sunday). Typically, only 1 ticket a week M-F after hours, 20 on Saturdays, 10 on Sunday. Only priority requests need to be taken care of immediately during the weekend. KEY TASKS: • Provides service for MarineMax team members to solve technical business service requests and issues. • Work within established end user support protocols to include procurement of hardware and tools, event setup and support, etc. • Participate in support team meetings as necessary. • Meet established service level agreements while providing quality service. • Collaborate with IT service specialists/engineers and 3rd party support to resolve escalated service tickets. • Dispatch 3rd Party service providers for handling on-site support tasks. • Assist in training of Team Members in utilization of systems and tools. • Work with management to improve service desk processes. • Assist in establishing best practices with all team members in dealership operations. • Continual education about dealership operations and computer systems in general. QUALIFICATIONS: • Strong Verbal/Phone and Written communication skills. • Self-motivated IT professional with 3 years in a Helpdesk environment including experience with remote hardware and software support. • Bachelor degree or more strongly preferred in MIS or related field. • Ability to quickly diagnose, troubleshoot and resolve hardware and software both hands on and remotely. • Familiarity with a variety of troubleshooting tools techniques and ticketing systems. • Proficient with Windows 7, Windows 8, Internet Explorer and Microsoft Office Suite. Microsoft Office 365 • Knowledge of Active Directory a plus. • CompTIA certification a plus • Microsoft Certification a plus.

Skills:

windows 7, desktop, windows 10, active directory, Troubleshooting, Active directory, Service desk, mac, mac os x, Phone support, Technical support, vdi, voip

Top Skills Details:

windows 7, desktop, windows 10, active directory,Troubleshooting,Active directory,Service desk

Additional Skills & Qualifications:

Must possess excellent communication skills - both verbal & written. Candidates will be expected to provide detailed notes within HD ticketing systems (i.e. notes when left message for end-user). As system of record, it's important that every message left is documented from an audit trail perspective. Also, candidates must possess empathy, strong listening skills, patience while working with non-technical users and manage expectations appropriately with end-users.

Experience Level:

Expert Level

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.

Contact Information

Recruiter: Jean Chambers

Phone: (410) 579-3072

Email: jchambers@careercircle.com

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