IT Service Desk / Analyst

Triplenet Technologies; Everett (WA); On-site; USD 34,000 - 49,000; Full time

Job summary

Triplenet Technologies seeks a seasoned IT Analyst / Service Desk Analyst for a short-term engagement in Everett, WA. The role emphasizes outstanding customer service, clear written and verbal communication, and the ability to follow and help improve documented procedures.

You will lead and contribute to several projects and triage end-user issues in a fast-paced environment. You will configure and deploy laptops and mobile devices, support Windows 10 and Office 365, manage ticketing workflows,

Qualifications

• Must be able to self-manage and lead efforts after minimal instruction.
• Experience building out imaging and deploying desktops end-to-end in a Service Desk environment.
• Experience with Windows 10, Microsoft Office 365, and Windows networking in a multi-user environment.
• Excellent customer service, communication, and writing skills; able to follow written instructions and complete checklists.

Responsibilities

• Lead or contribute to projects on lifecycle PC imaging, including procedures creation and inventory tracking.
• Prepare for the move of Transportation and Customer Experience to a new facility, handling tech for occupant readiness and asset surplus.
• Lead in replacing end-of-life VoIP devices.
• Answer calls and triage tickets; create, reset passwords, respond to questions, and escalate when needed.
• Monitor Service Desk and NOC alerting inboxes in real time and create tickets as appropriate.
• Configure and deploy laptops and cell phones; document daily activities for items impacting customers.

Skills

Customer service

Communication

Self-management

Attention to detail

Leadership

Tools

Ticketing system

Job description

Brief Job Description

Seasoned IT Analyst / Service Desk Analyst with VERY strong customer service and communication (both verbal and written) skills. Must be detail-oriented and able to lead the development of, or follow established processes and procedures, to execute the following responsiblities:

Day-to-Day

1. Participate as a major contributor and/or leader to several projects:
   • Lifecycle PC Imaging - including procedures review and/or creation of procedures, as well as implementation of documented procedure. Maintain / update all inventory records.
   • Preparation work for upcoming move of Transportation and Customer Experience to a newly renovated facility. This will include all technology aspects of the facility for employee occupancy.readying Assist or lead the surplus of end of life technology assets.
   • Lead in the replacement of end of life VoIP(cellular) devices.
2. Answer customer calls and triage tickets (create tickets, reset passwords, answer questions, first call resolution or appropriate escalation).
3. Monitor Service Desk and Network Operations Center Alerting Inboxes real-time (create tickets as applicable).
4. Configure and deploy laptops and cell phones.
5. Complete daily activities (documented) for customer-impacting items (i.e., addressing hard disk space issues on virtual environment computers and shared computers).

Qualifications and experience desired

• Required: Ability to self-manage and lead efforts after minimal instruction.
• Experience building out (imaging) and deploying desktops end-to-end, experience working in a Service Desk environment to address and resolve end user software and hardware issues.
• Experience working with Windows 10, Microsoft Office 365 and Windows networking in a complex, fast-paced multi-user environment.
• Must possess very strong customer service, communication and writing skills. Must be responsible, organized and able to self-direct under with minimal guidance. Must be proficient with following written instructions (and completing check-lists, updating electronicrecords, work order tickets, etc.).

• Location: Everett
• Duration: 2 to 3 months
• Pay: $30 per hour
• Schedule: M- F ( 40 hours per week)