Service Desk Analyst

TEKsystems•Catonsville, MD

6d•$20 - $22•Hybrid

About The Position

The Service Desk Analyst has a very wide array of tasks all surrounding in-bound contacts via phone calls, emails, and chats. This role is responsible for supporting end users in a 24x7 capacity around the globe, with majority of locations based in USA. The calls vary from a very quick password reset that require very little effort, to mid-level troubleshooting to triage and/or resolve issues. The successful candidate will be working remotely as part of a larger team. While the Client will provide a company laptop, there are some physical needs that the candidate will need to provide. This is a Contract position based out of Catonsville, MD. This is a hybrid position in Catonsville,MD.

Requirements

1-2 years of helpdesk / call center experience
1-2 years of experience working with “help desk ticketing tools” i.e. Service Now, Ivanti
Experience supporting Work from Home end-users
Experience working remotely yet as a team member
Ability to troubleshoot common Windows related issues
Working knowledge of Active Directory
Working knowledge of Domain hierarchy
Working knowledge of Microsoft Windows OS
Microsoft Office Products including: Word, Excel, Outlook, PowerPoint, Teams
Troubleshooting VPN Clients
Strong written and oral communication
Ability to learn and troubleshoot custom applications
Ability to search knowledge documentation and past tickets for solutions
Great “people skills” with demonstrated ability to communicate with a wide verity of end users including many that have little or no “technical” skills.
The ability to listen to the end user and understand their needs and perspectives.
Sense of urgency in supporting the end user – returning the ability for them to perform their job.
Secure/quiet location to work
Personal high speed internet connection (no hot spots or public internet locations)
Cell phone with good reception
Speakers/Mic to ensure quality audio during conversations