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IT Service Desk Analyst

Technology Consulting Inc • Contractor • Louisville, Kentucky, United States • $0 / year • 20h ago

TCI has an immediate need for anIT Service Desk Analystin Louisville, KY. This is a contract opportunity and not available for Corp2Corp. SUMMARY The IT Service Desk Analyst will support a global help desk team to ensure that the computer users receive appropriate assistance with technology related incidents and questions. Core support hours are 9:00 a.m. to 6:00 p.m. EST (lunch hour included). Must be flexible to work other hours. RESPONSIBILITIES Ensure that all trouble calls are answered in a prompt, courteous and accurate fashion. Follow up on closed trouble calls to ensure the user is functioning effectively. Escalates trouble calls to appropriate second level resources or to Service Desk leadership as necessary. Tracks all calls in service management tools. Looks to identify patterns that may indicate either a systemic problem or a deficiency in training. Ability to support MS Office/Office 365 (Word, Outlook, Excel, and PowerPoint). Occasionally, assists trainers with the delivery of scheduled training classes. Assist in training provided to new hires on the standard suite of software products. Image laptops and coordination of workstation moves, installations, PC replacements. Setup and maintenance of users’ mobile devices, specifically Android and iOS devices; Supports scheduled maintenance windows and assistance with system emergencies (i.e., power outages). Assists clients and visitors to the office with laptop access and printer installations in conference rooms, visitor offices and support of video conferences and audio/visual technology for meetings. Diagnoses of PC/system/network problems and troubleshooting. REQUIREMENTS 2+ years of Service Desk, Help Desk, or IT Support experience. Minimum one (1) year of work experience providing technology support in a large company (1,000+ employees). Proven experience in troubleshooting Windows 7/10 desktop and laptop systems and using Active Directory. Strong knowledge of Active Directory, Microsoft Office (Outlook, Word, Excel and PowerPoint), Office 365. Strong understanding of Zoom/MS Teams, NetDocuments, SCCM. Knowledge of mobile devices (Android and iOS devices and/or Blackberry). Knowledge of Windows administration with experience in troubleshooting minor networking problems. Excellent verbal communication skills and strong computer troubleshooting skills. Work is on-site only. Core support hours are 10:00 a.m. to 7:00 p.m. EST (lunch hour included). Must be flexible to work other hours. DESIRED (nice-to-have) SKILLS College degree is preferred. Experience can be substituted for a degree. Experience using ServiceNow ticketing system ishighlypreferred.

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