Help Desk Analyst

This range is provided by Merge IT. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

$20.00/hr - $22.00/hr

Our enterprise-level client is seeking to add a Help Desk Analyst to the team in Plano, TX. Please see below for full details-

Job Notes:

-6+ month contract / extendable and perm possible with good performance.

-Onsite in Plano, TX

-Drug & Background required.

Position Overview

The First Level Analyst will provide technical support for our contact center systems that underpin the Global Service Desk business to handling technical activities performed through Application and Infrastructure Incident, Problem, Request, Change and project tasks. Be hands-on working within proactive maintenance activities including daily checks across all systems. The team is responsible for maintaining and developing the contact center systems.

Duties/Responsibilities

· Engage with technical and non-technical customers through multiple communication channels including phone, email, chat, and applicable ticketing system.

· Perform remote installations, upgrades, repairs using phone, chat, and remote access methods.

· Achieve performance targets established by leadership for applicable Key Performance Indicators

· Improve Service Desk methods, skills, and processes to ensure consistent, high-quality product and service delivery that meets company goals and client needs.

· Consistently support efforts to improve, simplify, automate, and enhance daily service delivery and client experience

· Triage and manage incidents, requests, problems, vendor engagements, preventative maintenance, etc.; making decisions and escalating when required.

· Create, update, and follow processes, procedures, and documentation, including technical guides and troubleshooting information.

· Log and document all work in applicable ticketing system, maintaining detailed records regarding incident, request and problem management (if necessary).

· Prioritize and perform specialized resolutions with escalated and/or high visibility incidents.

· Provide "White Glove” service to our customers.

· Perform other duties as assigned by management.

Education & Experience:

· Applicants must possess a high school diploma, a General Educational Development (GED) certificate, or an equivalent credential

· Comprehensive knowledge of technologies found commonly in an IT workplace:
Microsoft OS both Client and Server, Microsoft Office, Web based Application/Interfaces and service delivery management tools such as Service Now, along with other applications.

· Familiarity with modern operating systems (mobile, desktop, and virtual), applications, cloud storage, and hardware usage.

Why Choose Merge IT?

We have a team of talented and ambitious professionals that drive growth by identifying and delivering top quality IT talent for our Fortune 100, enterprise-level clients (aka ‘Big Name’ - think big banks, big pharma, etc.).

Merge IT is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification document form upon hire. Nothing in this job posting guarantees employment.

• Seniority level Associate

• Employment type
  
  Contract

• Job function
  
  Information Technology
• Industries
  
  IT Services and IT Consulting

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