IT Service Desk Analyst

job summary:

Job Description:

The Service Desk Analyst is responsible for providing technical assistance / support for desktops, laptops, virtual desktops, network connectivity, business applications, Insurance applications, VOIP telephone systems and any other peripherals from customer phone calls, email, walk-ins, and customer service portal. Responsible for providing on-site support for all facets listed and are expected to diagnose, research and isolate the problem, as well as maintaining a business relationship with internal customers. Must be able to communicate in a clear and professional manner both verbally and in writing to ensure understanding by the customer. Understands business work flows in assigned areas and consults with customers on Service Requests. Makes sound technical decisions that meets both enterprise and customer expectations for implementation of solutions. Assists with the deployment/installation of new computer desktop equipment, upgrading and rebuilding of existing equipment, movement of equipment as assigned, and accurately updating inventory database for asset management. Assists with large scale moves and deployments to ensure a seamless transition to new location. Escalates issues to support specialists after exhausting all other resources. Required to organize and prioritize a queue of second level issues and Service Requests to ensure that service level agreements are met and customers' ability to complete day to day work is minimally impacted.

Essential Standard Job Function:

• Work closely with more experienced teammates to learn the client's technologies as well as Customer Support Center procedures.

• Acts as first responder to provide technical assistance and support for all reported Information Technology issues.

• Log all calls and activities accurately into the Service Desk application, including updates and status changes while abiding by ITIL Incident Management outlined framework.

• Maintains detailed documentation of incidents and troubleshooting steps, as well as ensuring accuracy of asset management database.

• Triage problem by performing analytical analysis to troubleshoot, escalate, or resolve reported issues.

• Maintains composure in high stress situations while de-escalating excited or frustrated customers.

• Provides second level on site set up and support to end users for laptops, desktops, label printers, peripherals, and any other hardware or software.

• Acquires Dell Self Maintainer certification allowing staff to perform warranty repairs on hard drives, system boards, processors in Dell equipment.

• Uses Active Roles and Splunk for network account issues and computer access issues.

• Provisions and configures all company computing devices utilizing SCCM, Dell Management Console, and HPDM ensuring they meet the client's standards.

• Consults with assigned departments and understands their departmental work flows to advise on sound technological solutions.

• Gathers business requirements and use case information for consideration to IT Assessment Team for new applications and technology.

• Adheres to all the client's Health Behavior Standards.

Specialized Knowledge and Skills Requirements:

Effective verbal and written communications skills. Good time management skills. Ability to work on and complete assigned tasks calling on other team members as needed. Ability to function effectively and efficiently in high stress/emergency situations.

Education Requirement: Associates degree in a computer field or 6 months - 1 year of experience in providing computer support

location: Champaign, Illinois

job type: Contract

salary: $19 - 20 per hour

work hours: 8am to 5pm

education: Associates



responsibilities:

Job Description:

The Service Desk Analyst is responsible for providing technical assistance / support for desktops, laptops, virtual desktops, network connectivity, business applications, Insurance applications, VOIP telephone systems and any other peripherals from customer phone calls, email, walk-ins, and customer service portal. Responsible for providing on-site support for all facets listed and are expected to diagnose, research and isolate the problem, as well as maintaining a business relationship with internal customers. Must be able to communicate in a clear and professional manner both verbally and in writing to ensure understanding by the customer. Understands business work flows in assigned areas and consults with customers on Service Requests. Makes sound technical decisions that meets both enterprise and customer expectations for implementation of solutions. Assists with the deployment/installation of new computer desktop equipment, upgrading and rebuilding of existing equipment, movement of equipment as assigned, and accurately updating inventory database for asset management. Assists with large scale moves and deployments to ensure a seamless transition to new location. Escalates issues to support specialists after exhausting all other resources. Required to organize and prioritize a queue of second level issues and Service Requests to ensure that service level agreements are met and customers' ability to complete day to day work is minimally impacted.

qualifications:

• Experience level: Entry Level
• Minimum 1 year of experience
• Education: Associates

skills:

Helpdesk (1 year of experience is required)

Equal Opportunity Employer: Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status.

At Randstad Digital, we welcome people of all abilities and want to ensure that our hiring and interview process meets the needs of all applicants. If you require a reasonable accommodation to make your application or interview experience a great one, please contact

Pay offered to a successful candidate will be based on several factors including the candidate's education, work experience, work location, specific job duties, certifications, etc. In addition, Randstad Digital offers a comprehensive benefits package, including health, an incentive and recognition program, and 401K contribution (all benefits are based on eligibility).

Applications accepted on ongoing basis until filled.