Service Desk Analyst

Overview

Hybrid
$20 - $20
Full Time

Skills

Help Desk
Active Directory
VPN

Job Details

Service Desk Analyst

20/h W2

This role is in Broomfield, working 4 days a week in the office. They are looking for a minimum of 1 year HD experience as they want this person to ramp up quickly. They want someone with a strong customer service approach, that is proactive to help customers.

They will be handling phone, email, and in person support issues.

The first 2 weeks they will work M-F 8-5 shift for training. Once training is complete, they will work a M-F 9:30am - 6 pm shift or 10:30am - 7pm shift. 4 days onsite.

GavinHeath is partnering with a client in Broomfield, CO looking to add a Service Desk Analyst to their team. The role is a long term contract position.This role is a Hybrid position. The Service Desk Analyst is a member of the Global IT Service Desk Team that supports all employees and contractors in corporate, retail stores, and distribution centers.

This role is the first point of contact for users needing assistance. The analyst will respond to incidents and requests reported by users, delivering the highest level of customer service.

Must possess strong interpersonal attributes, a collaborative mindset, good judgment, clear communication skills, and the desire to help others.

Responsibilities:

  • Provide superior Customer Service and IT Support
  • Field tickets, support calls, chats, and emails from users inquiring about software, hardware, connectivity, or similar issues.
  • Follow all established support procedures and participate in the creation of new procedures for the team and end users.
  • Provide accurate, timely, and creative solutions to end-users
  • Escalate more complex problems to higher level support staff.
  • Troubleshoot and provide support of retail and operations systems

Personal traits:

  • Highly motivated self-starter with a "Sense of Urgency
  • Prioritize and execute multiple initiatives in a collaborative and fast-paced environment
  • Maintain high level of confidentiality

Customer Service skills:

  • Empathy for the customer
  • Problem-solving
  • Clear communication

IT Basics Knowledge:

  • PC hardware, software, and peripherals
  • Networking technologies (VPN/VLAN/WIFI)
  • Active Directory

Minimum Experience

  • 1 year of IT Support or Helpdesk experience. Strong Customer Service and relevant certifications

Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.