Description:

　　Analyst, End User Services - Onsite 1445 S Spectrum Blvd Suite 200, Chandler, AZ 85286 General Description and Scope of Role The EUS Analyst is responsible for delivering first-level service and support of end-user service requests and computing issues (user account/hardware/software) include, but not limited to: - All Tivity offices and call centers - All remote employees/contractors - External access to internal systems - All end-user devices and software that connect to the Tivity network. The position requires a commitment to end-user satisfaction and experience in driving process improvement in a mostly remote working enterprise. Summary of Responsibilities: • Provide first level IT support, may require shift work and on-call rotation. • Work with Tivity end-users to fulfill service requests and resolve incidents that have been raised by approved intake methods, including but not limited to phone, email and ticket portal. • Achieve individual and team goals including quality. • Correctly categorize, prioritize, and diagnose incidents and service requests. • Organizes workload to meet deadlines as assigned by the team leadership. • Build and maintain relationships with all IT and applicable business units. • Maintains awareness of the current and forecasted states of the IT environment. • Stay informed of current or changing trends in IT operations including the current and new offered services, policies, procedures and other external changes that could have an impact on IT services. • Adhere to end user services best practices and process frameworks, such as ITIL. • Maintain the knowledge base repository, improving end-user satisfaction and reduce costs by increasing first contact resolution. • Recommend productivity improvement plans by identifying areas of transforming manual processes into automated or self-service solutions. • Review and attend training for all current, revised or new offered IT services for service execution and support. • Maintains a working knowledge of Tivity's applications and system integration. • Escalates issues to leadership in a timely and appropriate manner. • Develops a proficient level of understanding of the Tivity business models. • Adheres to all departmental policies, process and procedures as assigned by the team leadership. • May require travel to office locations or companywide events. Essential Job Functions • Maintains ITIL-based best practices for Tivity-wide service desk processes. • Capability to support computer hardware, software and use of systems, tools, and processes within the scope of end user services. • Maintains a working knowledge of Tivity's applications and system integration and is able to escalate appropriately to engage Level 1/2/3 teams for support. • Promotes customer satisfaction and quality customer service. • Promotes and models Tivity’s Core Values. Experience and Educational Requirements • Associates or Bachelor’s degree in Business, Computer Sciences or IT related field (equivalent combination of related education, training, and experience may be considered). • Minimum 1 year experience supporting multiple IT services (user/software management). • Minimum 1 year experience in IT Service Delivery/Operations (hardware/inventory management). • Understanding of ITIL framework, Foundation certification a plus. • Relevant IT disciplines or certifications. • Strong skills in Microsoft Suite of applications. • Experience in HIPPA compliant IT environment. • Experience in multiple cloud applications/tools. • Working knowledge in Virtual Desktop Infrastructure. • Strong knowledge in Windows and Apple computers. • Working knowledge of mobile devices. • Extensive knowledge of common ticketing tools. • Extensive knowledge and usage of remote-control applications or utilities. • Strong skills in diagnosing and troubleshooting technical problems. • Ability to identify ambiguity and to adapt readily and easily to changes in priorities and business conditions. • Good oral and written communication skills. Develops ability to exhibit a commanding presence, when necessary, practices interpersonal and negotiation skills.

　　Skills:

　　Help desk, Help desk support, Office 365, Ticketing system

　　Top Skills Details:

　　Help desk,Help desk support,Office 365,Ticketing system

　　Additional Skills & Qualifications:

　　The roleTop will likely be between M-F, between 7-9am to 4-6pm onsite and the primary focus will be phone tech support and then assisting with sending out equipment to the remote employees. Tivity averages about 900 calls per month. They will also be required to rotate Sat support/holidays, however during those times they will be able to work from home. This would be the 4th person on the team with one FTE remote phone support (6am-3pm), one contractor (9am-6pm) onsite that does some phone and Desktop Support along with provisioning and sending equipment to employees. They have another FTE that randomly comes in to assist when needed. Current and future Tech Stack. Ideal candidate will have experience with; • RemedyForce-Current/Zendesk-Future. Will migrate to Vendesk in mid/late 2024 • Zoom for business • Dell AIO/laptops • Horizon/VMware • InContact • M365-All OS/app support w/MFA • Global Connect VPN • Mobile Device for MFA/Email configurations

　　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.

　　We are an equal opportunity employers and will consider all applications without regard to race, genetic information, sex, age, color, religion, national origin, veteran status, disability or any other characteristic protected by law. To view the EEO is the law poster click here. Applicants with disabilities that require an accommodation or assistance a position, please call 888-472-3411 or email [email protected]. This is a dedicated line designed exclusively to assist job seekers whose disability prevents them from being able to apply online. Messages left for other purposes will not receive a response.