IT Helpdesk Analyst

TEKsystems

21h•$18 - $21•Onsite

About The Position

We are seeking a dedicated and experienced Service Desk Technician to join our dynamic IT team. At our company, we value integrity and strong moral principles in all our interactions, both internally and externally. The ideal candidate will possess a strong background in IT Service Management (ITSM), troubleshooting skills for hardware and software issues, and a commitment to delivering exceptional customer service. This role requires a collaborative spirit, as you'll be working closely with team members and other departments to ensure seamless IT operations.

Requirements

Proven experience in a service desk or technical support role, with a focus on ITSM practices.
Strong troubleshooting skills for both hardware and software issues, with the ability to think critically and resolve problems efficiently.
Experience troubleshooting over the phone, using email, and in person.
Ability to work effectively in a team environment, collaborating with colleagues to achieve common goals.
Strong communication skills, both verbal and written, with a focus on clear and concise information sharing.
Familiarity with common IT tools and technologies, including ServiceNow, Ivanti Remote Control and productivity software.

Nice To Haves

At least 1 year of experience in an IT support role, directly interacting with customers.
Experience with ITIL or other ITSM frameworks.
Knowledge of various operating systems and hardware configurations.
Familiarity with networking concepts and troubleshooting.

Responsibilities

Experience: A minimum of 1 year of IT support experience, with a focus on ITSM practices.
Customer Service: Provide top-tier support with a focus on user satisfaction. Communicate effectively with customers, ensuring they feel heard and valued throughout the support process on the phone and in person.
Team Collaboration: Work closely with team members and other departments to share knowledge, resolve issues, and improve service delivery.
Documentation: Maintain accurate documentation, using our ITSM tool, of support tickets, processes, and solutions to enhance team knowledge and efficiency.
Continuous Improvement: Proactively identify opportunities for process improvements and contribute to the development of best practices within the team.