IT Service Desk Analyst

  • location: Mechanicsburg, PA
  • type: Contract
  • salary: $14 - $15 per hour

job description

IT Service Desk Analyst

job summary:
Randstad Technologies is hiring and we're looking for someone like YOU to join our team! If you are seeking a new opportunity, looking to grow in your career, or you know someone who is - we want to hear from you! Take a look at the below opportunity, or feel free to visit RandstadUSA.com to view and apply to any of our open roles.

 
location: Mechanicsburg, Pennsylvania
job type: Contract
salary: $14 - 15 per hour
work hours: 8am to 4pm
education: High School
 
responsibilities:
Essential Duties and Responsibilities:

Position: IT Service Desk Analyst

Defined as, a technician who is responsible for answering customer calls to the IT Service Desk, responding to emails, web chats, and self-submits. Documenting incident information in multiple ticketing systems, diagnosing, and resolving the customer incident remotely.

General Environment:

The IT Service Desk Analyst provides support services to all of our client's customers. This includes supporting a wide range of hardware, networks, applications, servers and software through the various clients we support. This may include but is not limited to the following:

This may include, but is not limited to, the following:

- 1st and 2nd (for a few clients) level support of all inbound calls/e-mails/web chats/self-submits

- Accurate and detailed ticket logging and tracking of all incidents in various systems.

- Accurate, timely, and professional resolution for all supported issues

- Timely and professional follow up on all calls/e-mails/web chats/self-submits

- Quick identification and control of high priority issues

- Accurate escalation of tickets per departmental procedures

- Efficient and accurate resolution of all assigned tickets

Essential Duties and Responsibilities:

Provide 24/7 IT Service Desk support that includes: initial problem determination, diagnostics and capture, resolution (when possible), customer status updates, transfer of service requests to appropriate IT or other workgroups, internal and external service level management and problem notification to the customer management

Perform IT Service Desk services as follows:

- Unlocking user accounts

- Resetting mail and other applicable system passwords

- Supporting customer owned cellular phones and Smart Phones

- VPN Support

- Microsoft Office and Windows Support

- Multiple Browser Support (Chrome, IE, Firefox)

- Supporting client specific application

- Network Connectivity

- Printers and Peripherals

The following shifts are available:

M-F 3pm to 11pm

M-F 11pm to 7am

Sat/Sun 9am to 9pm and Mon/Tues 3pm to 11pm

M-F 5pm to 1am

 
qualifications:
  • Experience level: Entry Level
  • Minimum 1 year of experience
  • Education: High School
 
skills:
  • Microsoft Office
  • Strong Customer Service background
  • Troubleshoot Tier 1 Technical Support inbound calls

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.

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