Aspiring Desktop Support Analyst | ITIL & Service Desk

Sirius Talent Group; Lutz (FL); On-site; USD 42,000 - 62,000; Full time

Job summary

Sirius Staffing is seeking a Desktop Support Analyst to deliver personalized technology support to business partners. The role focuses on hardware, software, and networking issues, with emphasis on ITIL processes and ticketing workflows.

The candidate will work across client companies, interacting with vendors and technical staff, while documenting incidents and solutions and keeping up-to-date with technical knowledge.

Qualifications

• Must understand hardware, software, and networks.
• Experience resolving technology-related issues.
• ITIL/incident management knowledge.
• Strong customer service and communication.
• Ability to triage, prioritize, and escalate.
• Experience with ticketing/ITSM systems.
• Ability to work with limited supervision.
• Strong problem-solving and decision-making.

Responsibilities

• Provide tech support for hardware, software, and networking issues.
• Identify root causes and resolve customer problems.
• Follow ITIL/incident processes.
• Create, update, close ServiceOne tickets.
• Offer solutions or escalate to proper team.
• Update and use knowledgebase docs.
• Follow up on open incidents for timely resolution.
• Document incidents and resolutions clearly.
• Stay current with technical and professional knowledge.
• Engage with employees at all levels within client companies.
• Interact with external vendors and other organizations.
• Work independently on non-routine tasks with sound judgment.

Skills

Technical understanding of hardware,软件

Troubleshooting technology issues

ITIL/incident management

Customer service & communication

Troubleshooting, prioritizing, escalat

Ticketing/ITSM experience

Independent work skills

Problem-solving & decision making

Tools

ServiceNow

Job description

Sirius Staffing is seeking a Desktop Support Analyst to deliver personalized technology support to business partners. The role focuses on hardware, software, and networking issues, with emphasis on ITIL processes and ticketing workflows.

The candidate will work across client companies, interacting with vendors and technical staff, while documenting incidents and solutions and keeping up-to-date with technical knowledge.