IT Helpdesk Analyst

TEKsystems•Raleigh, NC

2d•$20 - $26•Onsite

About The Position

As a Service Desk Analyst, you will work alongside a team of 12 other analysts providing advanced support for internal and external customer’s hardware and software issues. You will act as the first level of support for both internal and external customers. Using ServiceNow ticketing systems taking roughly 15-20 tickets per day. Issues may include but are not limited to, password resets, Outlook email issues, Office 365 suite, blue screen of death, VPN connectivity problems, printer connections. This technician will look for trends in the service desk team and work on ways to reduce the overall call volume. This analyst will take 15-20 tickets per day via ServiceNow, they will touch about 30 tickets per day. Technicians will have excellent troubleshooting skills, a sense of urgency and the ability to prioritize time with minimal supervision are a must. A nice to have would be a candidate who has some scripting.

Requirements

2+ years’ experience supporting a mixed environment of enterprise and non-standard applications
Strong communication and active listening skills
Strong investigation and diagnostic skills
Familiarity with ITIL processes
Basic understanding of networking technologies

Nice To Haves

Familiarity with Cisco phone provisioning
Familiarity with Citrix hosted applications
Experience with Active Directory and Kerberos
candidate who has some scripting

Responsibilities

Work closely with Senior Service Desk Analysts and escalation teams
Catch mistakes and information gaps in tickets to ensure high quality
Provide Tier-1 support for Microsoft Office issues
Create, maintain and advise customers on file shares and security including NTFS/DFS and Citrix ShareFile
Help create and maintain support processes for all areas of the business
Work in an on-call rotation