IT Service Desk Analyst

TEKsystems•Phoenix, AZ

3d•$22 - $25•Hybrid

About The Position

This will be a long term consulting opportunity with possibility of converting fulltime with our financial customer. Mid Level: Skills equiv. to 3-5 years in comparable IT position. Responsible for helpdesk and/or remote desktop support for end user systems. Experience with 1st and/or 2nd level support. Strong customer service skills, strong people and interpersonal skills. Must have strong verbal and written communication skills.

Requirements

2+ years of experience working in a service desk or customer service environment
Minimum 1 year technical support experience
Minimum 1 year chat support experience
Experience using ITSM platforms (SmartIT / Remedy, ServiceNow, Cherwell) and remote support tools (SCCM, Software Center, Client Center Configuration Manager)
Ability to type at least 40 words per minute
Ability to multitask effectively and handle 2-3 concurrent chat sessions at a time
Working knowledge of PC technical support, systems administration, networking, Windows and Mac OS
Bachelor’s or Associates degree in Information
Experience supporting mobile devices to include iPhones and iPads
Experience in resolving issues via phone and chat
Need resources that can multi-task and do 2 chats at once if needed.
Must be able to receive constructive feedback
Experience with working with ticketing systems (ex. Remedy or Smart IT) , SCCM, Active Directory, Remote Tools, and MS Office
Experience working at Best Buy (Geek Squad)
Working knowledge of PC technical support, systems administration, networking, Windows and Mac OS
Bachelor’s or Associates degree in Information

Nice To Haves

Worked with MobileIron

Responsibilities

Diagnose and troubleshoots end user desktop application issues and provides appropriate solution.
Provides timely resolution of problems or escalation on behalf of the customer and ensures their satisfaction
Provides incident status updates to management and end-users per service level guidelines
Support and maintain effective relationships with users Develops, documents, and implements standard operating procedures and customer service guidelines relating to remote IT support
Provide support for PCs, laptops, printers, cell phones, and tablets etc.
Support end users in their use of applications such as Microsoft Office, ERP, CRM, VPN, Citrix, and MDM (mobile device management)
Performs account management and maintenance for various applications and systems (e.g., creates or modifies user accounts and permissions, and performs password resets).
Communicates with customers at all levels of technical and non-technical skill sets Follow all standard operating procedures (SOP) through the effective use of Knowledge management