Deskside Support Analyst - Seasonal at Bell Techlogix, Inc. in Hopkinsville, Kentucky

Job Description:

Grow your career. Drive innovation.


At Bell Techlogix, employees are key to our growing success. We are always looking for driven, smart, and dedicated professionals to add to our award-winning team. We strive to create an inclusive and collaborative workplace where our employees feel valued and have opportunities for career growth. Bell Techlogix offers various training and development programs to help you advance in your career within our company.


Bell Techlogix is a Certified Great Place to Work and is recognized as a Diversity Employer.


This Deskside Support Analyst opportunity is seasonal through February 2025. This role performs advanced service, repair, and/or installation of computer products, including system hardware, parts management, software, and PCs. The Deskside Support Analyst provides technical support to customers on operational and maintenance aspects of system equipment and serves as the customer contact.


Essential Functions:

• Performs routine and advanced computer hardware and software installations, maintenance tasks, troubleshoots, and repairs computer systems and peripheral equipment.
• Primarily provides Tier 2 level support; may provide Tier 1 and/or 3 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 Bell Techlogix 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.
• Trains less experienced technicians.
• Maintains regular attendance.
• Other duties as assigned by management.

• Must have a high school diploma or equivalent; College degree in a related field is preferred.
• 2-5 years of technical or related experience is preferred. Relevant education may substitute technical experience.
• Working knowledge and hands-on experience supporting handheld devices and/or mobile devices.
• Working knowledge of client's hardware platforms.
• Working knowledge of client's software and user base.
• Working knowledge of AD and SCCM (or similar software).
• Working knowledge of various versions of Microsoft operating systems.
• Working knowledge of various versions of Microsoft Office Suites.
• Knowledge of industry quality standards.
• Original Equipment Manufacturer (OEM) certifications obtained to perform warranty repairs, as required.
• Client-required certifications, if needed.

• Ability to travel to client site locations, as needed.
• Strong verbal and written communication skills.
• Ability to explain product material to a variety of audiences.
• Ability to work independently and as a member of a team.
• Effective interpersonal skills.
• Attention to detail, excellent organizational skills, and must possess solid customer service skills.
• Maintain a professional dress code and general appearance

• Must be able to lift and carry at least 75 lbs.
• Must be able to stand and walk for long distances and time.
• Must be able to work at a computer for long periods of time.
• Must be able to work in a fast-paced environment.
• Manual dexterity to use keyboard to input information.

• Computer
• Phone

• Must pass pre-employment, post offer background check and drug screen.
• Must maintain required certification levels.