Service Desk Analyst

Pay Rate: $30 - $34/hour Job Title: Service Desk Analyst Duration: 05 Months (Extension/Conversion will be based on performance and requirements) Description: Under direct supervision, provide technical support to end-users for computer hardware, software, network, collaboration, communication, and productivity tools via phone, live chat, remote desktop, and messaging. You will also record the details of every customer interaction and advance complex issues to more senior technicians for resolution. Responsibilities Provide first line of response to requests for various hardware, software, peripherals, and networking technical assistance. Provide remote problem resolution when possible. Resolve basic end-user problems and elevate as appropriate. Install, upgrade, configure, and troubleshoot computing and communication devices and peripherals. Perform, schedule, and monitor system alerts, work queues, back-ups, and recovery activities. Apply security standard methodologies. Ensure users are assigned appropriate resources. Other duties may also be assigned. Requirements 3-4 years minimum in a technical support role (higher education environment preferred but not required). Proven phone support experience; able to deliver a warm, professional greeting and articulate technical troubleshooting patiently to frustrated users. Familiarity with ITSM Ticketing systems like ServiceNow, Remedy, or ZenDesk. Familiarity with remote desktop tools. Experience with various operating systems and computing devices. Experience installing and configuring desktop computer systems in a networked computing environment, and in applying diagnostic techniques for problem troubleshooting. Good communication and interpersonal skills. Ability to provide excellent client service. Ability to apply diagnostic techniques for problem troubleshooting. Ability to apply information technology standard methodologies, including security (information security or physical security, such as asset management) to problem resolution and troubleshooting. Benefits The Company offers the following benefits for this position, subject to applicable eligibility requirements: medical insurance, dental insurance, vision insurance, 401(k) retirement plan, life insurance, long-term disability insurance, short-term disability insurance, paid parking/public transportation, paid time off, paid sick and safe time, hours of paid vacation time, weeks of paid parental leave, and paid holidays annually - as applicable. #J-18808-Ljbffr