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Job Requirements of Service Desk Analyst 1:
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Employment Type:
Contractor
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Location:
Topeka, KS (Onsite)
Do you meet the requirements for this job?
Service Desk Analyst 1
Careers Integrated Resources Inc
Topeka, KS (Onsite)
Contractor
Job Title: Service Desk Analyst 1
Location: Hybrid - Topeka, KS
Duration: 12 months W2 contract with high possibility of extension based on performance and business needs
Shift Timing: Monday Friday, between 6:30 AM to 5:00 PM CST
Hybrid Schedule: Candidate will be required to report to their assignment for up to 1 or 2 weeks to receive the necessary equipment and training for this position. Once established this position will be a hybrid work model of 1 day in-office per week. Candidates should be located within a 60-minute commute for this position.
Pay: $ 24.15/Hour on W2
Summary of Primary Duties and Responsibilities:
Education and Experience Requirements:
Skills, Knowledge, and Abilities Required:
Valid driver's license is required.
Working Conditions:
Location: Hybrid - Topeka, KS
Duration: 12 months W2 contract with high possibility of extension based on performance and business needs
Shift Timing: Monday Friday, between 6:30 AM to 5:00 PM CST
Hybrid Schedule: Candidate will be required to report to their assignment for up to 1 or 2 weeks to receive the necessary equipment and training for this position. Once established this position will be a hybrid work model of 1 day in-office per week. Candidates should be located within a 60-minute commute for this position.
Pay: $ 24.15/Hour on W2
Summary of Primary Duties and Responsibilities:
- Under general supervision, act as first contact for any computer, application or system-related problems and be able to provide direct, telephone based and remote control/diagnostic support services to include software, hardware, and network connectivity support to internal users on standard PCs, laptops, various mobile devices.
- Support is provided in a process-oriented environment with Service Level Objectives and specific focus on exceeding customers expectations by delivering quality customer service.
- With minimal supervision, technical expertise and established guidelines to complete routine and assigned tasks accurately and in a timely manner.
- Consistently uses courtesy while providing support to end users. Asks questions to gather information about the problem and listen carefully. Guides the user through diagnostic and resolution procedures, using clear and concise directions
- Resolves a variety of Help Desk ticket problems with good judgment, attention to detail, persistence, and in a timely manner. Documents, tracks, and monitors trouble tickets to resolution. Meets SLA requirements.
- Follows policies and procedures to ensure corporate data security.
- Executes and enforces user access guidelines and procedures.
- Demonstrates working knowledge of and troubleshoots configuration and connectivity to client/server and web-based enterprise applications and mobile-workforce applications.
- Responds positively and promptly to coworker requests for assistance.
- Participates in assigned projects, contributing to their accurate and timely completion.
- Communicates effectively with all levels of employees, both technical and non-technical.
Education and Experience Requirements:
- A Bachelors degree or technical degree in an Information Technology related field is preferred.
- Requires a High School diploma and two years of demonstrated work experience on a Service Desk.
- Prefer CompTIA A+ or Net + certifications.
- Education or training in ITIL, electronics, organizing, planning, decision making, and effective communication skills preferred.
- Experience with ServiceNow, Office 365, Citrix, and Mobile Device Operating Systems is preferred.
- Knowledge of Windows 10/11, and Microsoft Office is required. Candidate must be familiar with Incident Management software and processes, remote management tools, and has higher than average customer service skills.
Skills, Knowledge, and Abilities Required:
- Successful candidate must have more than two years of demonstrated job experience using basic writing, effective communications, training, and technical reading skills as well as skills in interpersonal relations, handling conflict, organizing, analyzing, planning, judgment, listening, decision making, cooperation, sensitivity to others, technical problem solving, and system troubleshooting.
- In addition to normal office work conditions, candidate must have the ability to perform the physical activities of the job.
Valid driver's license is required.
Working Conditions:
- Candidate will need to have access to a phone and working internet connection in order to work remote.
- Candidate will be responsible for providing technical support and troubleshooting for internal customers.
- Proficient with Windows 10/11 support and troubleshooting.
- Majority of the support provided by this candidate will be over the phone remotely.
- There will be limited hands-on support for users and no required travel at this time.
- This job is performed with little supervision and REQUIRES the candidate to work independently, multi-task and prioritize workload accordingly.
- Must be detail oriented and candidates must be able to effectively communicate with all levels of employees, including technical and non-technical in a timely manner.
- Candidate will be responsible for monitoring many applications for client including Teams and Outlook.
- Candidate must be able to navigate between these applications as needed.
- Candidate should have proficient keyboarding skills with little to no errors (no less than 40WPM).
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