Join the TEKsystems winning team! We have 91 offices throughout the US and Canada. We offer a full benefits package for contractors and 401k after one month of employment. Work Location: San Francisco, (Bart, Ferry, Caltrain, Muni and AC Transit Accessible) Type: Contract 6-12months (No Tenure Role) Industry: Bio-Pharmaceutical Company Target Start Date: ASAP Title: Help Desk Analyst Environment Details: Our client is looking for an experienced Help Desk Analyst who wants to join their Global Support Team. This position will support 2500-3000 end users, and is a high visible role. This is a public traded company, which is doing very well and is the leading HIV and Aids Research. Responsibilities: Take first level issues/requests received via telephone, voice mail, e-mail, and from walk-up customers, correctly triaging, categorizing and prioritizing each. Document user issues/requests in the incident management application. Maintain an 80% first call resolution rate. Escalate all incidents or requests that cannot be resolved at the Contact Center level to second level support teams. Follow-up with customers to confirm incident resolution. Service Desk Analyst Level 1 (Contact Center) will own Incidents; some follow-up with second level to receive updates on their progress. Utilize various methods of communication (e.g. in-person, phone, instant message, etc.) to gather information from other members of IT as needed. Typical troubleshooting includes: Windows XP, Windows 7, Office 2003, Office 2007, Outlook e-mail, VPN, network printers and network connectivity issues. Availability for evening and weekend on-call duty a possibility from time to time Required Skills: - Excellent customer service, communication, teamwork, consistency and reliability. - Customer-centric Attitude - Open to change and willingness to change process/procedure when necessary. - Team-oriented; willing to communicate with other team members and other IT groups - Desire to work in fast paced environment with high incident volume - Minimum 1 year Internal User Telephone support - Not afraid of high volume 35-40 calls per day - Needs to be good at asking questions that drive to discovery of problem - Must be hungry and want to make IT a career - Experience with Incident tracking application - 1-2 years of IT experience to include the following: Software - 1 yr MS Outlook 2003, Outlook 2007 E-Mail support - 1 yr experience with Windows XP, knowledge of Windows 7 - 1 yr Microsoft Office 2003/Office 2007 (Word, Excel, PowerPoint) Support. - The experience and ability to install application software, drivers, format hard disks, image machines, perform clean installs, and support file-sharing issues - Must possess the ability to troubleshoot standard Microsoft Operating Systems and Office Suite. Hardware - Intermediate Laptop and Desktop Hardware resolution knowledge - Basic Printer and all-in-one device Knowledge Networking - General understanding of terminology (e.g., TCP/IP, DHCP, FTP, router, switch, client, server, etc.). - Must know what ping and traceroute are and be able to release an IP address. - Some Remote access and VPN support experience Mobile Devises - 6 month experience on Blackberry Mobile Devise support and good familiarity; with webmail access on other devises. Other - Understand Tier-II Escalation Points (e.g., backup/restore requests go to the Storage Team, port activation/configuration requests go to the Network team, etc.) - Ability to differentiate between a client-side (desktop issue) versus a server-side issue. A good example would be the ability to recognize an Outlook versus an Exchange issue. - Knowledge of Standard IT Terminology - Exchange, Storage, SAN, Webmail, FTP, VPN Nice to Have: - Experience replacing or troubleshooting peripherals such as, hard drives, memory, network interface cards, DVD-RW, and docking stations. - Must be able to troubleshoot network connectivity issues down to the desktop level. - Business Application troubleshooting skills. Even if this job isn't the perfect fit for you, please contact Dante Gentile at 415 343-6041, or email your resumes to dgentileATteksystems.com We have a wide range of opportunities available and can be a valuable resource for you in the local market. Join TEKsystems() and get your career on the fast track. As the leading technology staffing and services firm, we are passionate about deploying high-caliber IT and communications expertise. To satisfy our constant need for expertise, we actively seek talented Technical Professionals with all levels of information technology and communications skills. TEKsystems knows that every professional has different needs, so we'll work together to determine a suitable benefits package. We offer options to our Technical Professionals that could include: a health plan, 401k, provisions for vacation and holiday pay, and technical and professional training. With a foundation as the nation's largest IT staffing firm, we've become a billion-dollar services company by blending superior client service with an unrivaled ability to source and manage talent to precise specifications, resulting in successful technology executions. Allegis Group and its subsidiaries are equal opportunity employers. M/F/D/V