Help Desk Support Analyst

　　Chanhassen, MN - Onsite required

　　3-6 month contract, likely to extend and could even convert to hire

　　Pay: $20-22/hr DOQ

　　The Support Desk Analyst will work as a support system for on-site field technicians and be a liaison for the deployment team. This position requires flexibility to change and adaptability to new responsibilities based on Company needs, client requests, changes in project requirements, and other project needs.

　　ESSENTIAL DUTIES AND RESPONSIBILITIES

　　Assists with new project support including pilots as budgeted, project specific needs, troubleshooting guides; trains new Support Desk team members and assists with scheduling needs as appropriate.

　　Ensure check in/out, visit status and incident tickets are accurately documented with appropriate descriptions, categories, and delays.

　　First point of escalation for on-site field technicians. Field Technicians may consist of company technicians, independent contractors, or vendor partners.

　　Provide technical assistance to the Field Technicians to aid in achieving successful site completion.

　　Document clearly and accurately any information relevant to the installation, technician, or as outlined in project instructions. This may include but is not limited to check in/out times, issue calls, issue resolution, escalation paths followed, follow up calls, status calls, check out scripts, and/or equipment verification.

　　Attempt to resolve issues that occur during installation and/or determine the impact of the issue on the scheduled work.

　　Provide escalation assistance to the Field Technicians; including escalating issues to designated persons within company and/or designated client escalation paths.

　　Escalate inventory, installations and/or staffing issues to the Project Manager as needed.

　　Monitor site progress, conduct follow up calls, and follow appropriate escalation paths if installation progress is at risk.

　　Refer to the installation manual and/or knowledge base and assist the installation technician/crew with troubleshooting techniques.

　　Document hardware/software issues and the cause and resolution in knowledge base for future reference. Communicate the resolution/workarounds/strategies to the Project team and appropriate technicians.

　　Assist the Project team by monitoring, diagnosing, and developing suggestions for process change such as hardware, software, or general installation process improvements.

　　Assist or review the documented process changes before distribution.

　　Accept new and changing responsibilities associated with this position and projects as they develop.

　　Learn and understand the technology and systems being installed in order to provide the best possible support.

　　Regular and predictable attendance is an essential function of the job.

　　responsibilities will include, but are not limited to:

　　Assist with projects, tasks, or in other areas as needed during downtime such as:

　　Complete pre-site calls to clients and/or scheduled field technicians.

　　Review deliverables for accuracy and completeness that are submitted by field technicians.

　　Assist with materials kitting and/or coordination for project materials.

　　Participate in local pilot installations to gain hands on experience of the project as well as better understand the installation process from a field technician point of view.

　　Project Support for Deployment.

　　Provide technical support, input to project resources, and develop or edit written instructions.

　　EDUCATION REQUIREMENTS

　　High School diploma or equivalent.MINIMUM EXPERIENCE, KNOWLEDGE, SKILL, AND ABILITY REQUIREMENTS

　　· 1 - 3 years’ help desk experience in a fast-paced environment preferred.

　　· Superior ability to multi-task, prioritize multiple projects, adjust to changing workflow and workload accordingly.

　　· Ability to take initiative, be self-motivated and an independent, accountable, dependable performer.

　　· Strong communication skills with demonstrated ability to express ideas and information (both in written and oral form) clearly and concisely in a manner appropriate to the audience, accurate and concise written documentation.

　　· Ability to be accountable for quality customer service and respond appropriately to a variety of personalities and situations.

　　· Working knowledge and use of Microsoft Office products and databases; demonstrated proficiency in Excel.

　　· Proven ability to troubleshoot and resolve technical issues with willingness to learn new technologies.

　　· Able to work varying shifts and in varying roles to meet different project needs.

　　· Ability to maintain quality and safety standards.

　　· Must be able to read, write and speak effectively in English.

　　As part of our promise to talent, Kelly supports those who work with us through a variety of benefits, perks, and work-related resources. Kelly offers eligible employees voluntary benefit plans including medical, dental, vision, telemedicine, term life, whole life, accident insurance, critical illness, a legal plan, and short-term disability. As a Kelly employee, you will have access to a retirement savings plan, service bonus and holiday pay plans (earn up to eight paid holidays per benefit year), and a transit spending account. In addition, employees are entitled to earn paid sick leave under the applicable state or local plan. Click here (https://www.mykelly.com/help-support-working-with-kelly-us/#Benefits) for more information on benefits and perks that may be available to you as a member of the Kelly Talent Community.

　　Why Kelly ® Technology?

　　Looking to put your tech expertise to work on today’s most intriguing, innovative, and high-visibility projects? By partnering with Kelly Technology, you’ll gain direct connections to top companies around the globe. Our team creates expert talent solutions to solve the world’s most critical challenges. In a world where change is the only constant, our extensive network of industry relationships and IT market expertise help you take your skills exactly where you want to go. We’re here to help you gain experience, make an impact, and grow your tech career.

　　About Kelly

　　Work changes everything. And at Kelly, we’re obsessed with where it can take you. To us, it’s about more than simply accepting your next job opportunity. It’s the fuel that powers every next step of your life. It’s the ripple effect that changes and improves everything for your family, your community, and the world. Which is why, here at Kelly, we are dedicated to providing you with limitless opportunities to enrich your life—just ask the 300,000 people we employ each year.

　　Kelly Services is proud to be an Equal Employment Opportunity and Affirmative Action employer. We welcome, value, and embrace diversity at all levels and are committed to building a team that is inclusive of a variety of backgrounds, communities, perspectives, and abilities. At Kelly, we believe that the more inclusive we are, the better services we can provide. Requests for accommodation related to our application process can be directed to Kelly’s Human Resource Knowledge Center.Kelly complies with the requirements of California’s state and local Fair Chance laws. A conviction does not automatically bar individuals from employment.

　　Kelly Services is proud to be an Equal Employment Opportunity and Affirmative Action employer. We welcome, value, and embrace diversity at all levels and are committed to building a team that is inclusive of a variety of backgrounds, communities, perspectives, and abilities. At Kelly, we believe that the more inclusive we are, the better services we can provide. Requests for accommodation related to our application process can be directed to Kelly’s Human Resource Knowledge Center. Kelly complies with the requirements of California’s state and local Fair Chance laws. A conviction does not automatically bar individuals from employment.