Job Title: Support Desk Analyst

Job Duration: 6 Months Long term

Job Location: Carlsbad, CA Onsite 5 days/week

JOB OVERVIEW

The Support Desk Analyst is responsible for providing efficient, timely, and high-quality Level 1 technical support to end-users of Callaway information systems.

ROLES AND RESPONSIBILITIES

• Perform computer operational maintenance which includes the ability to install, setup, configure troubleshoot, and optimize client computer systems, peripherals, and components
• Consistently demonstrate professional and superior customer service and interpersonal skills/soft skills
• Communicate clearly and effectively with teams, peers and customers
• Create and update incidents within ticket tracking system including detailed incident and resolution information
• Configure and support anti-virus/anti-malware software and promptly address any reported security breaches
• Update existing documentation as needed and create standard operating procedures and support KBs
• Maintain assets (i.e., laptops, workstations, mobile devices, etc.) and update inventory lists
• Support new hire account creation, computer set-up and user orientation as needed
• Responsible for ensuring critical support issues are escalated as appropriate with internal and external resources to meet or exceed agreed upon service level agreement guidelines
• Identifies and troubleshoots problems individually or as a part of a team and provides basic problem analysis and solution implementation that follows established technical guidelines
• Comply with department standards, service level agreements and process and procedures as required by IT SOX and security compliance
• Maintain and enhance knowledge of our business and industry
• Supports termination process, account disabling, asset reporting to HR, asset collection, license recovery, etc.
• Uses the company s ITSM system to record thorough notes and to completely document customer interactions in the tickets created on their behalf
• Manages tickets via the Support desk dashboard to ensure that time to first response SLAs are met
• Regularly monitors the Support Desk ticketing queue to triage tickets and monitors/prioritizes for ticket aging
• Appropriately escalate incidents affecting more than a few people and/or multiple sites to Management, as per the company s escalation matrix.
• Performs all other duties as assigned by the Technical Lead, Supervisor and/or Manager

COMPETENCIES (Knowledge, Skills & Abilities)

• Exceptional Customer Service, soft skills
• Proficient in Microsoft Windows desktop OS and the Microsoft Office Suite
• Working knowledge of Mac/OS X and iOS
• Working knowledge of Active Directory and Microsoft Windows domain environments
• Able to install, setup, configure, troubleshoot, and optimize basic to moderately complex systems & components
• Experience with Microsoft Office 365 user administration
• Able to recognize and analyze system issues on a working level and identify resolutions or required escalations
• Basic knowledge of ERP technologies and platforms SAP optional but preferred
• Able to recognize, understand, and troubleshoot system performance warnings, alerts and errors.
• Basic understanding of requirements and techniques for integrating disparate systems or technologies.
• Able to work independently and prioritize multiple tasks to support business critical processes and service level agreement requirements in a fast-paced environment
• Basic understanding of 3rd party application support and troubleshooting.
• Strong logic, problem-solving, along with specific attention to detail
• Experience with multifunction printers, scanners
• Minimum basic working knowledge of network concepts; DNS, DHCP, IP, MAC addresses.

EDUCATION AND EXPERIENCE

• Minimum 2 years of IT Support Desk experience
• Relevant IT Certifications, such as A+, Microsoft, and customer service training optional but preferred
• This position is on-site 5 days in our Carlsbad, CA office

PHYSICAL REQUIREMENTS / WORK ENVIRONMENT (if applicable)

• Work is performed in a designated professional office workstation and environment
• Extensive use of office equipment to include computer, calculator, copier, fax, and other business-related machines and software
• The employee may be required to stand, sit, crouch, walk and bend/conform in uncomfortable positions for varying periods of time