Senior Service Desk Analyst

We are currently assisting our client, a global leader in legal technology and services, with a search for a Senior Service Desk Analyst .

JOB SUMMARY:

This role supports the hardware and software used for production, management and delivery of content and services to our clients.

Duties & Responsibilities

• Provides Tier I/II support to end users with exceptional customer service skills.
• Answers, evaluates and prioritizes service requests via phone, voicemail, email and in person for users.
• Provides regular and timely updates to customers.
• Analyzing and resolving complex IT issues, documenting solutions and maintaining records in the ticketing system and escalating issues when necessary.
• Performs move/add/change tasks for desktop/laptop hardware and software systems
• Meet SLA requirements for problem resolution.
• Build/deploy, patch and support end user desktops, laptops, mobile devices and other related equipment.
• Assisting end-users with their IT needs, including new user setup, account management, and software deployment.
• Assist in training and mentoring junior help desk staff to improve team capability and service delivery.
• Maintain accurate inventory of computer hardware and software assets related to the service desk function.
• Maintain key performance metrics related to Tier I/II support functions
• Support VOIP telephony systems and video conferencing hardware and software.
• Learn eDiscovery applications to assist with support across the organization.
• Keep the manager and other team members informed of trends, delays or complications that arise during normal course of work.
• Proactively identify recurring technical problems and develop solutions to mitigate future occurrences.
• Collaborate with other IT team members as needed.
• Develop and update standard operating procedures (SOPs) and knowledge base articles.
• Other duties as assigned.

Minimum Qualifications

• Typically requires a High School degree or equivalent experience.
• Typically requires 3 to 5 yrs of experience servicing/troubleshooting desktops, laptops, printers, mobile devices and other peripherals. Experience with Service Now a plus
• Microsoft certifications and ITIL V3 certification desired
• Strong troubleshooting skills in hardware, software, networking, and cloud technologies.
• Excellent communication and customer service skills.
• Demonstrated ability to build, maintain and support workstation images.
• Demonstrated ability to work with vendors to procure, inventory, repair and mange computing assets
• Ability to effectively collaborate within an IT team with shared responsibilities.
• Ability to analyze complex problems and develop effective solutions.
• Able to work in a fast-paced environment and manage multiple priorities.
• Working/practical knowledge of IP networking principles
• Working/practical knowledge of Active Directory, Exchange, SharePoint, Intune and Azure AD.
• Willing to be on-call for occasional night and/or weekend support.

Location: Bellevue, WA, onsite

Length of Assignment : 6-months anticipated

Pay Range: $40 - $44/hour

Benefits: Three insurance levels, 401K + match, sick leave, and working with a great company!

About Hansell Tierney:

Hansell Tierney is one of the premier staffing and recruiting companies in the Pacific Northwest. Launched in 2001, we are a woman-owned business that serves and staffs Northwest organizations by doing things the right way, not just the easiest way. Hansell Tierney partners with candidates and clients to match the best candidates with interesting local opportunities. We navigate every relationship with the highest level of discretion and service while holding ourselves accountable to our promises. Our business thrives on our deep understanding of the job market and our ability to skillfully tailor our recruitment process to meet our clients’ unique needs.

*This Organization Participates in E-Verify* This employer participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S. If E-Verify cannot confirm that you are authorized to work, this employer is required to give you written instructions and an opportunity to contact Department of Homeland Security (DHS) or Social Security Administration (SSA) so you can begin to resolve the issue before the employer can take any action against you, including terminating your employment. Employers can only use E-Verify once you have accepted a job offer and completed the Form I-9.