Help Desk Analyst

Overview

Hybrid
Depends on Experience
Contract - W2
Contract - 18 Month(s)

Skills

Incident Management
Citrix
CompTIA
Computer Hardware
Customer Service
Help Desk
Operating Systems
ITIL
Microsoft Office
Microsoft Outlook
Mobile Devices
Network
Network+
PASS
Printers
Remote Management
Service Desk
Service Level
ServiceNow
Supervision
Technical Support
Training
Virtual Private Network

Job Details

Help Desk Analyst
Summary
This Help Desk Analyst will provide first-level support for computer, application, and system issues. Support is primarily delivered over the phone and through remote tools. Responsibilities include troubleshooting software, hardware, network connectivity, mobile devices, and various standard applications including Office 365, Outlook, VPN, Citrix, and printers. Work is completed in a service-driven environment focused on exceeding customer expectations.
Responsibilities

  • Provide courteous technical support to internal users via phone and remote tools.
  • Troubleshoot and resolve Service Desk tickets promptly, meeting Service Level Agreements (SLAs).
  • Troubleshoot and support enterprise applications and mobile technologies.
  • Accurately document, track, and monitor support tickets.

Requirements

  • Bachelor s Degree in a related field and 1 year of Service Desk experience, or:
  • Associate s Degree and 2 years of service Desk experience;
  • High School Diploma and 2 years of service Desk experience.
  • Strong customer service skills and ability to work independently with minimal supervision.
  • Familiarity with incident management systems, remote management tools, and enterprise environments.
  • Valid driver's license required.

Preferred

  • Experience with ServiceNow, Office 365, Citrix, and Mobile Device operating Systems.
  • CompTIA A+ and Network+ certifications, ITIL training.

Work Arrangement

  • Hybrid work model: 1 day a week in the office, 3 4 days remote after initial training.
  • Participation in a 24/7 on-call rotation (with overtime pay for calls).
  • Must have reliable internet access for remote work.


This is an 18-month Contract opportunity with our Topeka, KS client. 100% Paid employee Medical/Dental Benefits, Paid time off, Paid Holidays, and 401(k) (with immediately-vested company match) available with TriCom during the contract period. H1-B Visa sponsorship is not available for this position. No third-parties, please.

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