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Help Desk Analyst

Company: Robert Half
Location: Tyler
Posted on: March 17, 2023

Job Description:

Ref ID: 04010-0012618449Classification: Help Desk AnalystCompensation: DOEThis position is a member of the frontline support for the company's employees for computer hardware and software-related issues. Employee will work closely with leadership and Sales team to support their Apple Macbooks and iOS based devices. Technical support and assistance for our customers will be done via phone, in-person, and through a help desk ticketing system. Troubleshooting and problem resolution utilizing various hardware and software diagnostic tools. Perform on/offboarding of employees, setup PC's, workstations, tablets & required business software applications. Employees must also work rotating on-call schedules after normal business hours, weekends, and holidays to resolve and escalate user issues.Supervisory Responsibilities, If Any: N/ADuties/Responsibilities:--- Administering and maintaining a Microsoft Active Directory employee Logon IDs, & endpoint devices--- Maintaining Apple Business Management service and supporting Mac & iOS devices.--- Responsible for the maintenance, configuration, and reliable operation of computer devices including but not limited to: Dell Laptops, PCs, and Thin Clients.--- Support multimedia conference room hardware and software.--- Troubleshooting printing devices such as: Epson Copier, Epson Print Admin, and Sato label printers--- Troubleshooting and supporting of various handheld devices such as Honeywell CK65 barcode scanners--- Ability to troubleshoot hardware and software errors by running diagnostics, documenting problems and resolutions, prioritizing problems, and assessing the impact of issues--- Perform desktop and helpdesk support efforts, making sure all desktop applications, workstations, and related equipment problems are resolved promptly with limited disruptions--- Receiving, prioritizing, documenting, and actively resolving end-user help requests and escalating incidents when considered appropriate and necessary to maintain SLA expectations.--- Configure, manage, and deploy WinOS, MacOS & iOS based operating systems on various hardware platforms including, but not limited to, desktop PCs, laptops, tablets--- Member of a rotational 7x24 On-Call team.Required Skills/Abilities:Exceptional communication skills, both oral and written.Experience working in a corporate Help Desk or call center environment.Proficient in basic Microsoft Office 365 applications including, but not limited to, Excel, Outlook, Word, PowerPoint, TeamsProficient in managing Apple iOS devices and Mac books in a Microsoft server environment.Working knowledge of Microsoft online services such as SharePoint, OneDrive, & Exchange environments.Working knowledge using and troubleshooting wired, wireless, & cellular connectivity.Basic knowledge of ITIL concepts and processesAdequate knowledge of many server-based business applications such as ERP.

Keywords: Robert Half, Tyler , Help Desk Analyst, Professions , Tyler, Texas

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