IT Service Desk Analyst

Akkodis; Erie (Erie County); On-site; USD 23,000 - 25,000; Full time

Benefits offered by this job

Medical, dental, vision

Life insurance

401K plan

Paid leave

Job summary

Akkodis is seeking an IT Service Desk Analyst to support a client in Erie, PA from its state-of-the-art call center. Associates degree in Business, MIS, CIS or related field is required, with two years of related experience.

The role covers hardware, software, and Microsoft 365 support, via phone, email, chat, or remote sessions. The position serves as the central contact for users, handling incident logging, prioritization, and escalation to Tier 2/3 as needed.

Qualifications

• Associates degree in Business, MIS, CIS or related field is required.
• Minimum Two years related experience.
• Customer Service Experience
• Exceptional verbal and written communications skills required.
• Tech savvy with the ability to learn new software and systems.

Responsibilities

• Act as the central single point of contact between an organization's users and its IT department.
• Troubleshoot and resolve desktop, laptop, mobile device, operating system (Windows, macOS), printer, network connectivity, and Microsoft 365 issues via phone, email, chat, or remote sessions
• Log, prioritize, track, and resolve IT service interruptions, outages, and hardware/software requests through a ticketing system.
• Set up, configure, test, and install new hardware, peripherals, and software updates for employees
• Identify complex or high-impact technical problems and route them to Tier 2/Tier 3 support teams, network engineers, or security analysts with thorough documentation

Skills

Customer Service Experience

Excellent verbal and written comms

Ability to learn new software

Education

Associates degree in Business, MIS, CIS or related field

Tools

Microsoft 365

Job description

Akkodis is seeking an IT Service Desk Analyst with a client in Erie, PA. Must hold Associates degree in Business, MIS, CIS or related field to be considered. Will provide technical support in their state-of-the-art call center. Technical support will include troubleshooting hardware, OEM software, and proprietary client software.

Rate Range: $17/hr. to $18/hr. The rate may be negotiable based on experience, education, geographic location, and other factors.

IT Service Desk Analyst responsibilities include:

• Act as the central single point of contact between an organization's users and its IT department.
• Troubleshoot and resolve desktop, laptop, mobile device, operating system (Windows, macOS), printer, network connectivity, and Microsoft 365 issues via phone, email, chat, or remote sessions
• Log, prioritize, track, and resolve IT service interruptions, outages, and hardware/software requests through a ticketing system.
• Set up, configure, test, and install new hardware, peripherals, and software updates for employees
• Identify complex or high-impact technical problems and route them to Tier 2/Tier 3 support teams, network engineers, or security analysts with thorough documentation

Desired Qualifications:

• Associates degree in Business, MIS, CIS or related field is required.
• Minimum Two years related experience.
• Customer Service Experience
• Exceptional verbal and written communications skills required.
• Tech savvy with the ability to learn new software and systems

Equal Opportunity Employer/Veterans/Disabled

Benefit offerings available for our associates include medical, dental, vision, life insurance, short-term disability, additional voluntary benefits, an EAP program, commuter benefits, and a 401K plan. Our benefit offerings provide employees the flexibility to choose the type of coverage that meets their individual needs. In addition, our associates may be eligible for paid leave including Paid Sick Leave or any other paid leave required by Federal, State, or local law, as well as Holiday pay where applicable. Disclaimer: These benefit offerings do not apply to client-recruited jobs and jobs that are direct hires to a client.

The Company will consider qualified applicants with arrest and conviction records in accordance with federal, state, and local laws and/or security clearance requirements, including, as applicable:

The California Fair Chance Act

Los Angeles City Fair Chance Ordinance

Los Angeles County Fair Chance Ordinance for Employers