Service Desk Analyst

Position: Service Desk Analyst

Location: Morristown, NJ 07960 (Onsite)

Hiring: Contract / Fulltime

Job Description: Key Responsibilities:

Technical Support:

• Respond to incoming service requests via phone, email, or chat in a timely and professional manner.
• Diagnose and troubleshoot hardware, software, and network issues.
• Provide step-by-step instructions to resolve technical problems.
• Escalate unresolved issues to higher-level support teams as needed.
• Document all service requests and resolutions in the ticketing system.

Customer Service:

• Provide excellent customer service by maintaining a positive, empathetic, and professional attitude toward users.
• Follow up with users to ensure their technical issues are resolved to their satisfaction.
• Educate users on best practices and preventative measures to avoid future technical issues.

System Maintenance:

• Assist in the setup, configuration, and maintenance of computer systems and peripherals.
• Perform routine system maintenance tasks such as software updates, backups, and security checks.
• Monitor system performance and report any irregularities or potential issues.

Training and Development:

• Stay updated with the latest technology trends, tools, and best practices.
• Participate in training sessions to improve technical skills and knowledge.
• Assist in creating and maintaining user guides and technical documentation.

Required Skills and Qualifications:

• Proven experience as a Service Desk Agent or in a similar technical support role.
• Strong knowledge of computer hardware, software, and network troubleshooting.
• Familiarity with Windows, macOS, and Linux operating systems.
• Proficiency in using ticketing systems and remote support tools.
• Excellent problem-solving and analytical skills.
• Strong communication and interpersonal skills.
• Ability to work independently and as part of a team.
• Customer-focused with a commitment to providing high-quality service.

Preferred Qualifications:

• Relevant certifications such as CompTIA A+, ITIL Foundation, or Microsoft Certified: Modern Desktop Administrator Associate.
• Experience with enterprise-level software and systems.
• Basic knowledge of scripting or programming languages.

Working Conditions:

• This position may require shift work,
• This is an onsite role with 5 days at work in Morristown New Jersey