IT Service Desk Analyst L3

TEKsystems•Hanahan, SC

15h•$27 - $27•Onsite

About The Position

The IT Service Desk Analyst L3 will be responsible for maintaining and troubleshooting end-user equipment including PCs, printers, RF devices, and scanners within a warehouse environment, ensuring all IT Systems are operating as required. This role involves identifying, triaging, prioritizing, and resolving Level 2 & 3 Incidents within Service Level Agreements, including responding to high priority outages outside of normal business hours. The analyst will also perform installation, upgrades, maintenance, and basic troubleshooting of various computer devices, mobile phones, scanners, network equipment, printers, and telephones. Additionally, the role serves as a liaison between executive site leadership, Infrastructure leadership, other technical teams, IT client support leadership, and the external client regarding technical projects, problems, and outages. The analyst will prioritize workload, special tasks, and concurrent projects, ensuring work is completed accurately and efficiently. They will also ensure systems operate efficiently, escalate issues as needed, and present a high level of professionalism, maintaining composure under pressure. Finally, the analyst will make technical recommendations to executive operational leadership and identify opportunities to optimize resources.

Requirements

Hardware
Windows
Technical support
Troubleshooting
Service desk
IT support
Active directory
Help desk
Help desk support
Customer service
Experience installing, troubleshooting, building, and deploying desktop computers in a warehouse environment
Warehouse experience supporting end-use equipment

Responsibilities

Identify, triage, prioritize and resolve Level 2 & 3 Incidents within our Service Level Agreement, which includes responding to high priority outages outside of normal business hours.
Perform installation, upgrades, maintenance, basic troubleshooting and repair of various computer devices, mobile phones, scanners, network equipment, printers, telephones and other end-user equipment.
Serve as liaison between executive site leadership, Infrastructure leadership, other technical teams, IT client support leadership and the external client regarding technical projects, problems and outages.
Prioritize regular workload, special tasks, and concurrent projects, allocating time and resources to ensure that work is completed accurately and efficiently within established time frame.
Ensure that all systems are operating as efficiently and productively as possible and escalates issues to appropriate leadership/technical teams as needed within established timeframes.
Present a high level of professionalism, maintain composure, and perform well under pressure in high priority situations to focus on the task at hand.
Makes technical recommendations to executive operational leadership regarding problems, projects and releases.
Identify opportunities to increase accuracy to optimize resources and develop, recommend, and implement solutions.