Service Desk Support Analyst

Staff Augmentation Event

Tasks:

1. Provide timely and consistent IT phone-based user support
2. Maintain high-quality end-user experience
3. Meet real-time service objectives (RSOs)
4. Ensure proper documentation and escalation of incidents and requests
5. Respond to incidents and service requests within defined RSOs
6. Document troubleshooting steps and resolutions
7. Escalate issues appropriately
8. Maintain knowledge base accuracy
9. Follow security and identity verification procedures
10. Provide knowledge transfer

Minimum Qualifications:

• High school diploma/GED with four (4) years' experience in Technical Support roles. An Associates degree substitutes for 2 years of experience
• A Bachelor's degree substitutes for 4 years of experience

Desired Skills:

• Knowledge of computer hardware, software, and mobile device components.
• Knowledge of Windows, macOS, and mobile operating systems, including configuration and troubleshooting.
• Knowledge of networking fundamentals such as TCP/IP, DNS, DHCP, and VPN.
• Knowledge of Active Directory, Group Policy, and endpoint security tools.
• Knowledge of ITIL best practices for incident and asset management.
• Skilled in diagnosing and resolving complex hardware, software, and connectivity issues.
• Skilled in prioritizing and resolving service tickets efficiently.
• Skilled in communication and collaboration with users, technical staff, and management.
• Skilled in analyzing and identifying trends or root causes of recurring technical issues.
• Ability to identify potential IT security-related situations.
• Ability to deliver high-quality, customer-focused technical support.
• Ability to manage multiple priorities and meet deadlines in a dynamic environment.
• Ability to adapt to evolving technologies and organizational needs.