******* 100% Remote US ********
Shifts Anywhere from 7:00am - 8:00 pm eastern time (Shift will be 8.5 hours)
Service Desk Analyst is the primary point of contact between end users and the IT organization. Providing initial Problem determination, diagnostics and resolution for Incidents and Service Requests involving supported software, hardware and infrastructure. Using standard operating procedures. The Service Desk Analyst is responsible for collecting information through use of organizational tools, a customer conversation via phone/email/chat/self-service, accessing support tools, KB articles and additional support staff if needed. The Service Desk Analyst is expected to provide the highest level of customer service during the entire customer interaction and work to resolve incidents in a timely manner. In the case of an unresolved ticket, the Service Desk Analyst is responsible for adding meaningful work notes and escalating to the next level of support.
location: PHOENIX, Arizona
job type: Contract
work hours: 8am to 4pm
education: High School
Qualified candidates should have experience with the Microsoft Office Suite, Microsoft Office 365, troubleshooting Windows and desktop tier 1 issues.
Experience with remote tools, remote sessions, and remote communication tools.
Experience with both iOS and Android devices.
Familiarity with VPN tools.
Experience with Citrix Receiver and Virtual Desktops.
Ability to understand and work within an ITIL based Incident Management System like ServiceNow.
Active or recent experience in a Help Desk support environment with ticketing system experience.
Excellent customer service and organizational skills are required.
- Experience level: Experienced
- Minimum 1 year of experience
- Education: High School
Equal Opportunity Employer: Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status.
At Randstad, we welcome people of all abilities and want to ensure that our hiring and interview process meets the needs of all applicants. If you require a reasonable accommodation to make your application or interview experience a great one, please contact HRsupport@randstadusa.com.
Pay offered to a successful candidate will be based on several factors including the candidate's education, work experience, work location, specific job duties, certifications, etc. In addition, Randstad offers a comprehensive benefits package, including health, an incentive and recognition program, and 401K contribution (all benefits are based on eligibility).
For certain assignments, Covid-19 vaccination and/or testing may be required by Randstad's client or applicable federal mandate, subject to approved medical or religious accommodations. Carefully review the job posting for details on vaccine/testing requirements or ask your Randstad representative for more information.