Help Desk/Service Desk 3

Lancesoft; Birmingham (AL); On-site; USD 28,000 - 36,000; Full time

Job summary

Lancesoft is seeking a Help Desk/Service Desk analyst in Birmingham, AL. The role provides frontline support as the single point of contact for business partners, handling issue resolution, service requests, and new events entering the Technology Service Desk around the clock.

The position emphasizes world-class customer service and technical expertise to resolve needs on first contact whenever possible, on a 24x7 basis.

Qualifications

• B.S. Degree in a technology-related field, preferred.
• 1 to 3 years’ experience in computer/technology field, preferred.
• Thorough knowledge of information technologies and infrastructure and telecom transport.
• Ability to build and maintain relationships within IT and other departments.
• Demonstrated ownership of technical issues.
• Exceptional analytical abilities and problem-solving skills.
• Ability to manage multiple tasks and priorities.
• Self-starter with initiative and independent thinking.
• Strong customer service skills, oral and written.
• Knowledge of LAN/WAN, desktop configurations (PCs, printers, phones/radios), Windows 10.

Responsibilities

• Frontline, single point of contact for business partners needing IT assistance and service requests.
• Provide issue resolution and fulfill service requests through the Technology Service Desk.

Education

Bachelor's degree in a technology-related field

Job description

Title: Help Desk/Service Desk 3 Pay rate: $20-$26/hr Duration: 12+ month Location: Birmingham, AL

The Technology Service Desk analyst position is responsible for providing the frontline, single point of contact for business partners requiring assistance from the Technology Organization (TO) for issue resolution and service request fulfillment, and new events that come into the Technology Service Desk (24x7). The RLC analyst must combine World Class customer service and is also a technical expert that uses those skills to ensure that TO’s business partners needs are handled on the initial contact, as often as possible.

REQUIREMENTS

• B.S. Degree in a technology-related field, preferred
• 1 to 3 years’experience in computer/technology field, preferred
• Thorough knowledge of information technologies and an understanding of infrastructure and telecommunication transport
• Ability to build and maintain relationships within IT and other departments
• Demonstrated willingness to take ownership of technical issues
• Exceptional analytical abilities and problem-solving skills
• Ability to manage multiple tasks and multiple priorities
• Ability to make decisions with little or no management input and in absence of prior existing guidelines
• Self-starter, initiative, and independent thinking
• Strong customer service skills
• Strong oral and written skills
• Comprehensive knowledge of the Southern Company IT software and hardware configurations including but not limited to: Desktop configurations (PC’s, printers, phones/radios), Network configurations, and Window 10, etc.
• Comprehensive knowledge of LAN/WAN technology
• Working knowledge of mainframe technology and associated applications
• Working knowledge of access technologies, and telecommunication terminology.