Help Desk​/Service Desk Analyst III

Help Desk / Service Desk Analyst III

Location:

600 18th St N, Birmingham, AL 35203 Duration: 3 Years

Client:
Southern Company Services

Southern Company Services is seeking a Help Desk / Service Desk Analyst III to provide frontline technical support and serve as the primary point of contact for IT incidents and service requests in a 24x7 Technology Service Desk environment. The ideal candidate will combine exceptional customer service with strong technical troubleshooting skills to resolve hardware, software, network, and application issues while ensuring a positive end-user experience.

Key Responsibilities

• Provide first-level technical support for hardware, software, network, and application issues.
• Respond to service requests and incidents via phone, email, and ticketing systems.
• Troubleshoot Windows, desktop, printer, network, and telecommunications issues.
• Document incidents, resolutions, and technical solutions accurately.
• Coordinate with Infrastructure, Application Support, and Workplace Support teams.
• Escalate complex issues and monitor incidents through resolution.
• Ensure compliance with IT policies, procedures, and SOX controls.
• Deliver exceptional customer service in a fast-paced support environment.

Required Qualifications

• Bachelor's degree in Information Technology, Computer Science, or related field preferred.
• 1–3 years of IT Help Desk or Service Desk experience.
• Strong knowledge of Windows operating systems, desktop hardware, networking (LAN/WAN), and Microsoft Office.
• Experience with IT ticketing systems (Remedy experience preferred).
• Excellent troubleshooting, communication, and customer service skills.
• Ability to prioritize multiple tasks and work independently.

Preferred Skills

• Help Desk
• Service Desk
• Windows 10/11
• LAN/WAN
• Active Directory
• Microsoft Office
• Remedy
• IT Support
• Desktop Support
• Network Troubleshooting
• Customer Service
• Incident Management
• Technical Support
• Ticketing Systems