job summary: We're looking for a Sr. Service Desk Analyst - Level 3 to join our growing Service Desk team! You'll provide a deep understanding of technical products and services along with the capability to translate complex information to a simplified, professional content that is easily understood by the target audience. Your role will require working closely with various departments to gather project requirements from subject matter experts to develop, organize, and write procedure manuals, technical specifications, and process documentation. We're looking for someone that can implement industry best practices. location: New York, New York job type: Contract work hours: 8am to 5pm education: Bachelors responsibilities: Provide ITSD and desk side support to all users.Excellent customer focus is required; this position includes frequent interaction with associates at all levels of the organization. Single point of user resolution for all desktop technology devices including desktops, laptops, tablets, mobile devices, printing, wireless networking, audio/visual equipment, etc.Maintain and provision desktops, laptops, tablets, mobile devices, printers, projectors, audio/visual equipment, and other office equipment, as required. Use ServiceNow incident logging system to maintain incidents and requests through the complete ticket life cycle to agreed service standards and service levels.Perform trouble call resolution, diagnosis of complex problems, advanced problem resolution, user support follow-up, and Technician interaction with other IT employees, co-workers, and outside vendors.Conduct end-user orientation and training for new hires.Provision and administer user accounts, distribution groups, and security groups in Active Directory.Rotate shifts/work alternative shifts when needed in order to support 24x7 production environment.Escalate to operations, solutions, infrastructure engineering, or appropriate resolver team when assistance is needed.Provide AV support - support conference rooms, town halls (multi location large audience simultaneous conferencing), and video conferencing.Process equipment and software requests and record asset information.Hardware/ software lifecycle management.Provide white glove (VIP) and executive support.Perform request fulfillment of moves & staff equipment changes at each location.Assist with regression testing of supported software through OS Patches and Upgrades.Push and install workstation and third party patches.Provide Windows OS, Mac OS, and Mobile OS support. The essential functions of this role include:working weekends qualifications: Experience level: ExperiencedMinimum 5 years of experienceEducation: Bachelors skills: SERVICE NOWHelpdeskAdobe Creative CloudActive directoryMAC OS 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. 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.