Help Desk Analyst - Maryville, TN

Merge IT•Maryville, TN

6d•Onsite

About The Position

Our enterprise-level client is seeking to add a Help Desk Analyst to the team in Maryville, TN. This is a 3+ month contract with the possibility of extension and permanent hire based on performance. The role is onsite in Maryville, TN, and requires a drug and background check. The pay rate is $20-22 per hour (w2) depending on experience.

Requirements

Applicants must possess a high school diploma, a General Educational Development (GED) certificate, or an equivalent credential.
Comprehensive knowledge of technologies found commonly in an IT workplace: Microsoft OS both Client and Server, Microsoft Office, Web based Application/Interfaces and service delivery management tools such as ServiceNow, along with other applications.
Familiarity with modern operating systems (mobile, desktop, and virtual), applications, cloud storage, and hardware usage.

Responsibilities

Engage with technical and non-technical customers through multiple communication channels including phone, email, chat, and applicable ticketing system.
Perform remote installations, upgrades, repairs using phone, chat, and remote access methods.
Achieve performance targets established by leadership for applicable Key Performance Indicators.
Improve Service Desk methods, skills, and processes to ensure consistent, high-quality product and service delivery that meets company goals and client needs.
Consistently support efforts to improve, simplify, automate, and enhance daily service delivery and client experience.
Triage and manage incidents, requests, problems, vendor engagements, preventative maintenance, etc.; making decisions and escalating when required.
Create, update, and follow processes, procedures, and documentation, including technical guides and troubleshooting information.
Log and document all work in applicable ticketing system, maintaining detailed records regarding incident, request and problem management (if necessary).
Prioritize and perform specialized resolutions with escalated and/or high visibility incidents.
Provide "White Glove” service to our customers.
Perform other duties as assigned by management.