IT Service Desk Analyst

IT Service Desk Analyst

• This will be a long term consulting opportunity with possibility of converting fulltime with our financial customer.

Job Description

• Mid Level: Skills equiv. to 3-5 years in comparable IT position.
• Responsible for helpdesk and/or remote desktop support for end user systems.
• Experience with 1st and/or 2nd level support. Strong customer service skills, strong people and interpersonal skills. Must have strong verbal and written communication skills.

Responsibilities:

• Diagnose and troubleshoots end user desktop application issues and provides appropriate solution.

• Provides timely resolution of problems or escalation on behalf of the customer and ensures their satisfaction

• Provides incident status updates to management and end-users per service level guidelines

• Support and maintain effective relationships with users Develops, documents, and implements standard operating procedures and customer service guidelines relating to remote IT support

• Provide support for PCs, laptops, printers, cell phones, and tablets etc.

• Support end users in their use of applications such as Microsoft Office, ERP, CRM, VPN, Citrix, and MDM (mobile device management)

• Performs account management and maintenance for various applications and systems (e.g., creates or modifies user accounts and permissions, and performs password resets).

• Communicates with customers at all levels of technical and non-technical skills sets Follow all standard operating procedures (SOP) through the effective use of Knowledge management

• Required Experience: 2+ years of experience working in a service desk or customer service environment Minimum 1 year technical support experience Minimum 1 year chat support experience Experience using ITSM platforms (Smart

IT / Remedy, Service Now, Cherwell) and remote support tools (SCCM, Software Center, Client Center Configuration Manager) Ability to type at least 40 words per minute Ability to multitask effectively and handle 2-3 concurrent chat sessions at a time Working knowledge of PC technical support, systems administration, networking, Windows and Mac OS Bachelor’s or Associates degree in Information

Training:
Candidate will go through a 2 week training period once they are brought onboard

Skills

Help desk, Windows 10, Active directory, remedy, Windows, Technical support, Troubleshooting, Support

Top Skills Details

Help desk, Windows 10,Active directory, remedy, Windows, Technical support, Troubleshooting, Support

Additional Skills & Qualifications

• Ideal candidates will have experience supporting mobile devices to include iPhones and iPads, and if they have worked with Mobile Iron that would be a plus

• This team does zero face to face interaction with users and they will not be supporting hardware

• Currently agents take around 30-40 calls and chats a day

• Candidates need to be good with working with a Knowledge Base to be able to lookup issues to help them in resolving the issues with users.

• Candidate must have experience in resolving issues via phone and chat; need resources that can multi-task and do 2 chats at once if needed.

• Candidate must be able to receive constructive feedback

• Performance Reviews:
Candidate will receive monthly reviews on their performance so they know where they stand

• Candidate must have experience with working with ticketing systems (ex. Remedy or Smart IT) , SCCM, Active Directory, Remote Tools, and MS Office

• Manager indicated that he has had some success in the past with resources that have worked at Best Buy (Geek Squad).

Education/Experience: Working knowledge of PC technical support, systems administration, networking, Windows and Mac OS Bachelor’s or Associates degree in Information

Note:

• A lifetime background check will be conducted, as the client has everyone complete fingerprint check testing upon acceptance of the job.

Job Type & Location

This is a Contract position based out of Phoenix, AZ.

The pay range for this position is $22.00 - $25.00/hr.

Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific…