Solution Desk Analyst

RESPONSIBILITIES:
Kforce has a client in Boston, MA that is seeking a Solution Desk Analyst.

Responsibilities:
* Solution Desk Analyst will support users under the Solution Desk Manager's guidance, reviewing protocols, staffing, and service levels
* Handle inquiries via ServiceNow, phone, voicemail, and email; manage tickets per guidelines
* Assess and resolve or escalate issues based on complexity
* Collaborate with internal teams and external partners to deliver timely, accurate solutions
* Document inquiries and communications thoroughly in tracking systems
* As a Solution Desk Analyst, you will collect user feedback and propose improvements for recurring issues
* Stay current with policies, memos, and training requirements
* Promptly report any questionable actions or potential issues to leadership

REQUIREMENTS:
* At least 3 years working in an IT service and support function in an environment similar in size and complexity to our organization
* Demonstrated experience in using computer-based tools including Word, Excel, Power Point, Visio and Outlook
* Knowledge of IT and business service desk tools and best practices
* Good business acumen and understanding of organizational issues and challenges
* Well-developed communication skills
* Strong team player and skilled collaborator capable of working effectively with and through others
* Ability to focus on customer satisfaction, with strong interpersonal skills and responsiveness
* Active listener with the ability to influence others toward a common vision or goal

The pay range is the lowest to highest compensation we reasonably in good faith believe we would pay at posting for this role. We may ultimately pay more or less than this range. Employee pay is based on factors like relevant education, qualifications, certifications, experience, skills, seniority, location, performance, union contract and business needs. This range may be modified in the future.

We offer comprehensive benefits including medical/dental/vision insurance, HSA, FSA, 401(k), and life, disability & ADD insurance to eligible employees. Salaried personnel receive paid time off. Hourly employees are not eligible for paid time off unless required by law. Hourly employees on a Service Contract Act project are eligible for paid sick leave.

Note: Pay is not considered compensation until it is earned, vested and determinable. The amount and availability of any compensation remains in Kforce's sole discretion unless and until paid and may be modified in its discretion consistent with the law.

This job is not eligible for bonuses, incentives or commissions.

Kforce is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.

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