Help Desk Analyst - Maryville, TN

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

Job Notes:
-3+ month contract / extendable and perm possible with good performance.
-Onsite in Maryville, TN 37801
-Drug & Background required.


Pay Rate = $20-22 w2 per hour depending on experience-level.


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 ServiceNow, along with other applications.
• Familiarity with modern operating systems (mobile, desktop, and virtual), applications, cloud storage, and hardware usage.


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