Overview
Skills
Job Details
Pay Range: $20.00 to $21.00 per hour (No PTO, benefits, etc but self funded ACA-compliant healthcare plan available to opt-in to)
Job Summary
A service desk analyst is an information technology (IT) professional who helps users resolve issues with computer hardware or software. They respond to user inquiries, assess problems and issues with IT equipment and applications, and help resolve these issues for users. They also work closely with other IT department personnel to provide assistance on tasks that are outside the scope of their knowledge or expertise.
Responsibilities
- Handle incoming queries and requests from end users via email or phone.
- Take detailed notes of user problems, determine resolution steps, and manage the flow of support requests.
- Escalate support requests to higher-level teams if unable to resolve the issue independently.
- Provide supervisors or specialists with detailed notes regarding unresolved issues.
- Maintain detailed records of user issues to aid in diagnosis and repair.
- Provide a single point of contact for all IT-related needs.
- Process service requests via multiple channels including email, online forms, and chat.
- Document, triage, and record all incidents or service requests.
- Monitor network systems and diagnose common hardware/software issues.
- Familiarity with operating protocols for desktops, laptops, and mobile devices.
- Install software and solve common application issues.
- Learn new technologies and assist with training end-users.
- Document processes and procedures for knowledge bases.
- Advocate for customers to ensure satisfactory resolution of requests or issues.
- Provide service excellence while following organizational guidelines.
- Assist in enforcing corporate standards for PC, software, and IT applications use.
- Work unscheduled time, shift work, and weekends as needed.
- Serve as a link between multiple support areas to coordinate problem resolution.
Work Environment
Industry office standard, however, at times high stress. Must have the ability to remain at desk to process service requests for long periods of time with/without a break. Ability to travel for training sessions and other business-related events. Use of personal computing equipment, telephone, multi-functioning printer, and any new technology offered. After-hours work is required without much notice.
Minimum Qualifications
- High school diploma or GED.
- Experience in Information Technology, Business, Engineering, Network Operations, or related area.
- Experience in Customer Service related area.
- Ability to obtain IT standard certifications, i.e., A+, Network+.
- Valid Class C Texas Driver s License.
Competencies
- Technical skills
- Customer Service
- Communication skills
- Problem-solving skills
- Time management
- Team collaboration
Primary Talent Partners is an Equal Opportunity / Affirmative Action employer committed to diversity in the workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, age, national origin, disability, protected veteran status, gender identity, or any other factor protected by applicable federal, state, or local laws.
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