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Help Desk Analyst 2 - Santa Ana

Kelly Services

Santa Ana, CA
Job Code:
  • Customer Service
Kelly Services
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Job Details

Job Title Help Desk Analyst 2 - Santa Ana

Jobid US1553AL_BH1428519

Location: Santa Ana, CA, 92702, USA

Description **Help Desk Analyst Level 2**

The second-line of a help desk is a place where technical competence meets customer relations. Incidents, jobs and tasks are typically assigned to the second line of a help desk because they cannot be resolved at the initial point of contact. A second-level service-desk technician should have a high level of technical knowledge about the systems, processes and operating environment of the user. Moreover, this member of the team has the ability to execute and carry out the required technical work in order to bring about a resolution to the initial issue.

The second level of a service desk communicates closely with the front-line. This is typically done verbally, via software, or email/chat. Communication between these 2 levels is a vital part of delivering a solid service to the rest of the business.


+ Follow departments standards and protocols, and handle sensitive or confidential information in a discreet and appropriate manner
+ **A** ssist with overseeing Level 1 service desk activities and provide guidance and assistance to help desk personnel
+ Resolve escalated tickets relating to computer, server, network, printer, connectivity, outage issues, etc. and provide IT support for Firm equipment, products and services. Support may include answering questions, engaging in research and troubleshooting problems, teaching or instructing users regarding software or hardware functionality, and communicating policy; consult with other IT staff and/or elevate complex or high priority problems to the appropriate IT team member or vendor support teams as necessary for resolution
+ Handle interactions with computer users with diplomacy and tact; gauge a users technical abilities and communicate in a non-condescending fashion using appropriate technical or non-technical language
+ Accurately record, update and document requests and required information into the IT service desk system, log and track status changes and follow-up reminders, record resolutions for future reference, close tickets upon completion, and follow up on resolved requests to ensure user satisfaction
+ Configure, deploy and maintain user desktops, laptops, and software applications including Microsoft Office 365, and other applications, administer application patching, backup applications, antivirus and anti-malware solutions for workstations, laptops, and servers
+ Provide support for a wide-range of computer and networking software and hardware systems and technologies, including but not limited to servers, Cisco routers, switches, WAN technologies, SNMP, BGP, EIGRP, OSPF, STP, QoS, etc.
+ Provide systems administration, including maintenance, and support for Microsoft Server systems, including SharePoint, Exchange, MS Active Directory (architecture, Group Policies, etc.), WSUS, DFS, Virtualization (VMware, Hyper-V, etc.), SANs, DNS, DHCP, etc.
+ Provide remote access solution implementation and support for VPN, Terminal Services, LMI, Citrix products, etc.
+ Administer network security, including building firewalls, applying encryption and maintaining systems and processes for business continuity, data backup, and disaster recovery; also maintain file permissions and ethical walls
+ Assist with the development and updating of information systems standards, policies and procedures; help implement new and revised systems to ensure effective and efficient services; safeguard data and ensure performance and maintenance are consistent with Firm goals, industry best practices, and regulatory requirements
+ Monitor server and network logs, system alerts, and notifications; monitor usage where requested to ensure security of data and access privileges; monitor vendor-supplied packaged programs, macros, utilities, data communications programs, VoIP systems, and other highly technical programs; provide root-cause analysis, remediate issues, and record the nature and resolution of problems
+ Effectively, professionally and respectfully represent other IT staff members and their services to non-IT personnel
+ Monitor alert systems and report issues for backup failures, power outages, equipment failures, low disk space issues, offline statuses, etc. as assigned
+ Assist with new technology roll-out projects as needed, which may require travel to remote offices and/or evening or weekend work from time to time; and perform other tasks as assigned.
**Why Kelly** **®** **?**

With Kelly, you’ll have direct connections to leading IT organizations in the best companies aroundthe globe—offering you the chance to work on some of today’s most intriguing, innovative and high-visibility projects. In a field where change is the only constant, our connections and opportunitieswill help you take your career exactly where you want to go. We work with 95 of the Fortune 100™companies, and more than 3,000 IT hiring managers turn to us each year to access the best talent:people like you.

Last year we found 8,000 opportunities for IT professionals. Let us help advance your careertoday.

**AboutKelly Services** **®**

As a workforce advocate for over 70 years, we are proud to directly employ nearly 500,000 people around the world and have a role in connecting thousands more with work through our global network of talent suppliers and partners. Revenue in 2017 was $5.4 billion. Visit and connect with us on Facebook, LinkedIn and Twitter .

Kelly Services is an equal opportunity employer including, but not limited to, Minorities, Females,Individuals with Disabilities, Protected Veterans, Sexual Orientation, Gender Identity and iscommitted to employing a diverse workforce. Equal Employment Opportunityis The Law.

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