IT Support Analyst

General Profile
The Hackett Group is looking for a motivated individual to join the IT team in Montevideo Uruguay. This individual would focus primarily on managing IT Assets, and secondarily on Help Desk solutions.

Responsibilities
Asset Administration
• Maintain record of all laptops (make, model, serial number, resource assigned, and warranty)
• Will be responsible for shipping/receiving assets
• Maintain record of all software issued
• Maintain and apply laptop images
• Ensure laptop issues/returns/replacements are handled in a timely manner and documented in tickets
• Provide weekly report of asset inventory to IT management
• LANDESK Experience a plus
• Windows / AD account administration
• Office 365 a plus
• Hands-on with Hardware issues
• Lenovo Laptops
Help Desk / Local Office IT Support
• Work in an environment of Ticket based Help Desk.
• Track 100% of all ticket submitter contacts in ticketing system
• Research questions and issues and resolve each interaction with ticket submitter's satisfaction.
• Maintain communications with ticket submitters during the problem resolution process.
• Define and evaluate multiple solutions to the problem at hand, and decide on the appropriate solution.
• Develop new solutions to frequently occurring problems, and document in knowledge base or Wiki.

Required experience
• 3 + years of experience on ticket based IT Help Desk or Asset management Environment.
• Possess a broad knowledge of PC software, hardware, desktop operating systems, Office productivity software (including Exchange connectivity), basic networking (home routers, Wi-Fi, DNS, DHCP) mobile devices (Blackberry, iPhone, ActiveSync), Virus and Spyware removal, and strong troubleshooting skills.
• Familiarity supporting Wi-Fi, Phone systems