Help Desk Analyst

Help Desk Analyst /Desktop Support AnalystRequired Skills:IT Service Desk experience (2 Years)IT Troubleshooting experience (2 Years)Experience documenting procedures (2 Years)Experience with a Ticketing System is required (2 Years)Strong communication/leadership skillsStrong influence, collaboration and negotiation experienceAbility to collaborate with supporting resources across business and/or functional linesHave excellent oral and written skills/possess strong meeting and work session facilitation skillsJob Responsibilities:Understanding of Desktop Support and Software Licensing ServicesAbility to image machines and install complicated softwareUses creativity and innovation to automate and streamline processes and proceduresUnderstands customer support, likes to work with people and can ensure that the customer is satisfiedAbility to troubleshoot in a high-level systematic way. Ability to identify issues, research cause, and remediateExperienced in building, setup and removal of desktop equipment (PCs, laptops, phones, peripherals, software, etc.)Troubleshoots basic network, software, printing and/or installation problemsSupports staff hardware moves for facility reorganizationExperience with ServiceNow and Knowledge Base preferableConsultant must be punctual and reliable: arriving at work on time is essential and required as this is a Customer Service EnvironmentAct as the escalation point for high-priority support issuesAbility to interpret end user license agreementsHave the ability to work independently and as part of a team, the ability to manage time and resources to meet assigned deadlines (Service Now Tickets)Have strong understanding of prioritization stemming from the elicitation of system and/or user requirementsHave excellent organizational skills, proven analytical, planning, problem solving, and decision-making skillsMust be knowledgeable in the English language/speak clearly and understandably use the English languageAbility to understand and follow processes established for the Service DeskConsultant must be available to work a standard 8-hour shift between the hours of 7AM and 5PM. (Expect regular changes to either the earlier or later shift)