Help Desk Analyst

Job description

Come work for Tessenderlo Kerley, Inc. a dynamic company with a bright future. Play an important role as a Help Desk Analyst and support end users with technical and functional IT problems related to software products, software programs or systems, in order to guarantee continuity within the organization.

The ideal candidate will value the importance of customer service, and be well versed in handling customer technical inquiries.  You will be responsible for providing exceptional assistance to TKI’s customers in all MS office applications and have solid experience with Microsoft technologies.    

Key Accountabilities:

  • Provide top notch customer service Install software to ensure that internal customers can be offered user-friendly ICT support.
  • Provide exceptional 1st line customer support for incidents and requests in order to get users operational as fast as possible and to prevent the same problems from re-occurring.
  • Make continuous analysis and issue recommendations or propose improvements to increase global performances of the system.
  • Produce, store and share technical documents according to knowledge management standard in use.
  • Draw up documentation and assist with training with regard to the user guidelines for specific desktop products, software programs, or systems to ensure that the end user uses these products, programs, and systems in an independent way and that recurrent issues are avoided.
  • Perform administrative and maintenance tasks to ensure that standards are met, including preventative maintenance on client systems, hardware repair, stocking and organization of hardware, inventory maintenance and keeping up to date ticketing records.
  • Perform administrative and maintenance tasks to ensure that standards are met, including preventative maintenance on client systems, hardware repair, stocking and organization of hardware, inventory maintenance and keeping up to date ticketing records.
  • Stay well-informed about the evolutions within the specific field in order to strengthen your own credibility by offering a service that is continuously based on updated knowledge. Share and transfer this expertise with in the ICT department in order to contribute to the long-term continuity. Also, train internal customers in technical solutions for business processes.
  • Available to be the on-call technician on a rotating basis with other members of the team. The on-call technician is expected to be available for emergency service when possible. Calls should be returned within a 2-hour window when on-call.

Profile

Key Knowledge Skills and Behaviors:

  • 1-3 years of relevant experience required.
  • High school diploma or GED required. An associate degree or higher is plus;
  • Must have knowledge equivalent of an A+ certification and a Microsoft Technology Associate: Infrastructure Certification.
  • Primary competencies in Windows 7 or Windows 10 is required, preferably in an Active Directory domain environment.

Key Relations: 

  • All network users 
  • Information systems colleagues 
  • Information systems vendors

Key Metrics Areas: 

  • Must be able to accurately diagnose and resolve issues (either hardware or software related). 

Offer

Why join TKI:

  • Work/life balance
  • Fun and rewarding environment
  • Learning, development and team work
  • Community involvement/outreach
  • Challenging and meaningful work

Benefits & Rewards:

  • Medical-Dental-Vision-Prescription (low employee premiums!)
  • 401k Plan with dollar for dollar matching, up to the first 5% of employee contribution
  • 401k Company Retirement Contribution at year-end, equal up to 4% of annual base salary
  • Short-Term Incentive awards based on measured performance criteria
  • Life Insurance – 2x Annual Base Salary
  • Paid vacation & sick time & 10 paid holidays per year
  • Tuition Reimbursement- up to $5,000 per calendar year- Non Taxable
  • Adoption Assistance-up to $7,500 in reimbursement assistance
  • Paid maternity and parental time off
  • Business Travel Life & Accident Insurance
  • Flexible Spending Account
  • Telemedicine program - for you and your dependents
  • Long-Term Disability insurance
  • Company referral program
Category
Information Technology
Company
SS - Administrative
Country
United States
City
Phoenix
Experience level
Entry Level
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