IT Service Desk Analyst

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This range is provided by TCI Technology Consulting Inc. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

$20.00/hr - $25.00/hr

TCI has an immediate need for an IT Service Desk Analyst in Louisville, KY. This is a contract opportunity and not available for Corp2

Corp.

SUMMARY

The IT Service Desk Analyst will support a global help desk team to ensure that the computer users receive appropriate assistance with technology related incidents and questions.

Core support hours are 10:00 a.m. to 7:00 p.m. EST (lunch hour included). Must be flexible to work other hours.

RESPONSIBILITIES

• Ensure that all trouble calls are answered in a prompt, courteous and accurate fashion.
• Follow up on closed trouble calls to ensure the user is functioning effectively.
• Escalates trouble calls to appropriate second level resources or to Service Desk leadership as necessary.
• Tracks all calls in service management tools. Looks to identify patterns that may indicate either a systemic problem or a deficiency in training.
• Ability to support MS Office/Office 365 (Word, Outlook, Excel, and PowerPoint).
• Occasionally, assists trainers with the delivery of scheduled training classes. Assist in training provided to new hires on the standard suite of software products.
• Image laptops and coordination of workstation moves, installations, PC replacements.
• Setup and maintenance of users’ mobile devices, specifically Android and iOS devices;
• Supports scheduled maintenance windows and assistance with system emergencies (i.e., power outages).
• Assists clients and visitors to the office with laptop access and printer installations in conference rooms, visitor offices and support of video conferences and audio/visual technology for meetings.
• Diagnoses of PC/system/network problems and troubleshooting.

REQUIREMENTS

• 2+ years of Service Desk, Help Desk, or IT Support experience.
• Minimum one (1) year of work experience providing technology support in a large company (1,000+ employees).
• Proven experience in troubleshooting Windows 7/10 desktop and laptop systems and using Active Directory.
• Strong knowledge of Active Directory, Microsoft Office (Outlook, Word, Excel and PowerPoint), Office 365.
• Strong understanding of Zoom/MS Teams, Net Documents, SCCM.
• Knowledge of mobile devices (Android and iOS devices and/or Blackberry).
• Knowledge of Windows administration with experience in troubleshooting minor networking problems.
• Excellent verbal communication skills and strong computer troubleshooting skills.
• Work is on-site only.
• Core support hours are 10:00 a.m. to 7:00 p.m. EST (lunch hour included). Must be flexible to work other hours.

DESIRED (nice-to-have) SKILLS

• College degree is preferred. Experience can be substituted for a degree.
• Experience using Service Now ticketing system is highly preferred.

• Seniority level Associate

• Employment type
  
  Full-time

• Job function
  
  Information Technology
• Industries Legal Services

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