Want to Work With Us?

The Kyle David Group is always seeking talented and driven professionals that enjoy a fast-paced environment that equally rewards hard work and humility. Our people and culture are at the heart of our values. We value people of all races, genders, ages, ethnicities, and sexual orientations.

Help Desk Analyst

Help Desk Analyst

As a Help Desk Analyst you represent our organization on the frontline. You will be responsible for providing exceptional technical support to our client’s end users and IT personnel and internal team members. Our Technical Support Services department is responsible for all aspects of Service Delivery to our clients. This department handles our Service Desk, Managed Services, and occasional Field Support.

Essential Job Responsibilities:

  • Provide superior customer service over the phone to our clients, field personnel and internal departments.
  • Develops and maintains knowledge of legacy, existing, and new PC hardware and software technology.
  • Develops and maintains knowledge of legacy, existing, and new support processes.
  • Provides friendly courteous, and quality level-one hardware and software support.
  • Remotely troubleshoot networking, server, and end user desktop/portable device incidents.
  • Manage escalations from clients in a timely resolution.
  • Be responsible for tracking and monitoring open problems to insure service level standards are met.
  • Escalate issues to the appropriate individuals as needed.
  • Provide feedback to appropriate members of our management team regarding potential tool and / or process enhancements
  • Stay abreast of changes and maintain appropriate skills and certifications in your area of specialization.
  • Participate in regular staff meetings and communicate relevant information.
  • Be an active participant in the incident management and service request processes.
  • Provide complete and thorough documentation for all support calls via our in house MSP system.
  • Occasional travel to client locations to assist with hardware and software deployments/installations.

Required Qualifications

Education:

  • An Undergraduate degree in an applied technology area such as Information Systems or Computer Science is preferred
  • Equivalent training and experience may be substituted and considered
  • Clean driving history and current driver's license

Job Related Experience:

  • Two-four year’s customer service experience.
  • Ability to troubleshoot PC/handheld, hardware/software and printer problems.
  • Innovative, team-oriented problem solver.
  • Excellent interpersonal, negotiation and communication (verbal and written) skills.
  • Excellent organizational, time management and follow through skills.
  • Ability to work effectively in a fast paced environment.
  • Ability to sustain a high level of productivity.
  • Ability to manage multiple competing priorities.

Additional Skills/Knowledge:

  • Experience working with Microsoft Office & Google Apps for Business & Education.
  • Mobile Device Operation Systems (Android, iOS).
  • Experience troubleshooting Microsoft Desktop Operating Systems 7/10.
  • Experience troubleshooting/administering Microsoft Server 2008/2012.
  • Experience troubleshooting Linux OS.
  • Experience with server and or desktop virtualization.
  • Experience with networked storage.
  • Experience with enterprise data backup solutions.
  • Experience working with Amazon AWS.
  • Experience troubleshooting MacOS computers.
  • Knowledge of networking fundamentals, including intermediate DNS knowledge.
  • Microsoft Exchange Console.
  • Microsoft Active Directory.
  • VMware and virtual machine experience.

Preferred Qualifications:

  • 3-4 years tech support and experience in a Microsoft environment.
  • Server and network administration experience.
  • CompTia A+.
  • CompTia Server+.
  • CompTia Network+.
  • Google Apps for business & education experience.

Physical Requirements:

  • Ability to sit in an office chair for long periods of times while using multiple computer monitors..
  • Ability to type at least 40 words a minute.
  • Ability to lift up to 50 pounds as necessary.

We treat applicants of all sexual orientations, races, and creeds, the same way we would want to be treated.

Apply Today

If you are looking for a great career in the tech industry, look no further. Fill out the form below to apply!