Service Desk Analyst I - Hybrid - Fishers, IN

Job Description

Job Description

Service Desk Analyst IFishers, IN (3 days onsite, 2 days remote)

You want to work where you know you are a perfect fit. At aFit, a woman owned (WBE) company based in Indianapolis, we are devoted to being collaborative, honorable, and accountable. Our company provides project-based staffing for government and commercial organizations. To our prospective clients, aFit offers a talented workforce in a team-based environment to produce concrete and reliable outcomes. At aFit, we focus on building strong relationships and keeping the day-to-day flexible in an in-person or remote-enabled environment.

aFit Staffing, Inc. is an equal opportunity employer.

Please note, this full-time position is in Indianapolis, IN and we do not offer relocation assistance at this time.

Description of Duties:

The Deskside Support Technician role performs service, repair, and/or installation of computer products, including system hardware, parts management, software, and PCs. The position provides technical support to customers on operational and maintenance aspects of system equipment and serves as customer contact.

Essential Functions:

• Performs computer hardware and software installations, maintenance tasks, troubleshoots, and repairs computer systems and peripheral equipment.
• Primarily provides Tier 1 level support; may provide Tier 2 level support as needed.
• Escalates problems and issues to a higher level of support as needed. This includes service that exceeds response time, repair time, lack of parts, or any other issue that could impact customer satisfaction.
• Processes timely and accurate information to ensure compliance with vendor warranty requirements.
• Maintains the highest level of customer satisfaction by resolving all tangible problems and concerns.
• Adheres to client policies and procedures while maintaining the integrity of the customer’s data.
• Maintains and updates work order tickets in client’s ITSM tool.
• Coordinates across multiple departments/vendors to provide support.
• Represents client in a professional and businesslike manner and communicates effectively with customers and associates.
• Interacts with the customer when responding to technical questions or requests for information.
• Maintains regular attendance.
• Other duties as assigned by management.

Desired Skills and Experience:

• 1-3 years of technical or related experience is preferred.
• Experience with various versions of Microsoft operating systems.
• Experience with various versions of Microsoft Office Suites.
• Some experience with AD and imaging software.
• Client-required certifications, if needed.
• Able to perform more varied and difficult tasks.
• Able to work in a collaborative team environment to obtain the best results.
• Work as a topmost trusted partner with aFit and the client.
• Provide attention to details.
• Approaches challenges with a positive, consultative mindset
• Self-starter with the desire to achieve and work with integrity.
• Willingness to grow and change through ambiguity.
• Learning agility, or the ability to develop new skills.
• Open and receptive to feedback to continuously grow.

Working Schedule and Physical Requirements:

• Must be able to move and transfer equipment and boxes of at least 75 lbs.
• Must be able to stand for long periods of time.
• Must be able to walk long distances, depending on the site layout and client needs.
• Must be able to navigate stairs and carry boxes or equipment up or down as needed.
• Must be able to kneel, crouch and crawl.
• Must be able to work at a computer for long periods of time.
• Must be able to work in a fast-paced environment.
• Must be able to travel to client site locations; overnight stays required on some occasions.

Education:

• Must have a high school diploma or equivalent; College degree in a related field is preferred.
• 1-3 years of technical or related experience is preferred. Relevant education may substitute technical experience.
• Must successfully pass pre-employment (post offer) background check and drug screen.
• Must maintain a valid driver’s license, with a reliable vehicle and maintain proper insurance while employed.
• Must maintain required security clearance, as needed.
• Must maintain required certification levels

Conditions of Employment:

1. Must successfully pass pre-employment (post offer) background check and drug screen.
2. Must maintain a valid driver’s license, with a reliable vehicle and maintain proper insurance while employed.
3. Must maintain required security clearance, as needed.
4. Must maintain required certification level