Location: St. Louis, MO
Salary: $18.00 USD Hourly - $20.00 USD Hourly
Description: IT Service Desk Analyst / IT Support SpecialistLocation: St. Louis, MO
Department: Global Technology Services
Reports To: Manager, Global ITSM
Employment Type: Contract / Full-Time (Depending on Client Need)
PAY: $20 an hour
About the RoleOur client is seeking a motivated and customer-focused
IT Service Desk Analyst to join its Global Technology Services team. This front-line support role provides a unique opportunity to gain exposure to a wide range of enterprise technologies across desktop support, networking, manufacturing systems, cloud platforms, applications, and security technologies.
The ideal candidate is adaptable, technically curious, and passionate about helping others. This individual will support global colleagues by resolving technology issues, fulfilling service requests, providing end-user training, and contributing to continuous service improvement initiatives. Success in this role requires strong troubleshooting skills, excellent communication, a customer-first mindset, and the ability to learn new technologies quickly.
Key ResponsibilitiesIT Service Management & Technical Support- Support the intake, assignment, and resolution of incidents and service requests through ServiceNow.
- Troubleshoot hardware, software, application, network, authentication, and connectivity issues.
- Partner with global IT teams to identify, resolve, and escalate technical issues as needed.
- Provide timely updates and communications regarding issue resolution and service delivery.
- Support production and business-critical systems in a fast-paced global environment.
- Participate in an on-call rotation to support emergency and after-hours incidents.
End User Support & Training- Deliver exceptional customer service and technical support to internal colleagues.
- Assist users with technology adoption, application usage, and business system navigation.
- Provide training and guidance for new technologies, tools, and software implementations.
- Promote best practices and encourage effective utilization of enterprise technologies.
- Conduct virtual training sessions and knowledge-sharing activities when required.
Knowledge Management & Process Improvement- Create, update, and maintain technical support documentation within the ServiceNow Knowledge Base.
- Document troubleshooting procedures, resolutions, and support processes.
- Contribute to the continuous improvement of IT service delivery processes.
- Identify recurring issues and recommend process or technology improvements.
- Support audit, compliance, security, and operational initiatives as assigned.
Cross-Functional Collaboration- Work collaboratively with infrastructure, security, cloud, networking, manufacturing, and application support teams.
- Assist with project-related activities and technology initiatives across the organization.
- Support enterprise technology deployments, upgrades, and system enhancements.
Required Qualifications- Associate's degree in Computer Science, Information Technology, Cybersecurity, Network Engineering, Business Administration, or a related field.
- Minimum of 3 years of experience supporting enterprise IT infrastructure within a multinational organization.
- Experience supporting and troubleshooting:
- Windows and macOS environments
- Office 365 and cloud-based applications
- Google Cloud technologies
- VPN and remote access solutions
- Single Sign-On (SSO) technologies
- Desktop hardware and peripherals
- Enterprise security technologies and protocols
- Experience working within an IT Service Management (ITSM) framework.
- Experience using ServiceNow or similar ticketing platforms.
- Proven ability to diagnose technical issues and drive resolutions independently.
- Strong verbal and written communication skills.
- Ability to effectively prioritize incidents, service requests, projects, and competing priorities.
- Ability to work independently in a remote environment.
Preferred Qualifications- Industry certifications such as:
- CompTIA A+
- CompTIA Network+
- MCSA
- MCDST
- CCNA
- Other relevant technical certifications
- Experience supporting manufacturing environments and operational technologies.
- Experience developing or delivering technical training.
- Knowledge of ITIL principles and service management best practices.
- Experience supporting global end-user communities.
Key Skills- Customer Service & Relationship Management
- Technical Troubleshooting
- ServiceNow
- IT Service Management (ITSM)
- Office 365
- Google Cloud
- Windows & macOS Support
- VPN & SSO Technologies
- Knowledge Base Documentation
- End User Training
- Incident & Service Request Management
- Process Improvement
Medical, dental, and vision insurance are available to qualified candidates who meet eligibility requirements.
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