IT Service Desk Analyst

TCI Technology Consulting Inc

Louisville (KY)

On-site

USD 42,000 - 52,000

Full time

14 days+

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Job summary

TCI Technology Consulting Inc is looking for an IT Service Desk Analyst to join their global help desk team in Louisville. This full-time contract role requires flexibility in working hours and entails troubleshooting technology-related incidents while providing exceptional support to users. Candidates must have experience in IT support within a large organization and be proficient with Microsoft Office, Active Directory, and mobile device management.

Qualifications

2+ years of Service Desk, Help Desk, or IT Support experience.
Experience in troubleshooting Windows systems and using Active Directory.
Excellent verbal communication skills and strong computer troubleshooting skills.

Responsibilities

Ensure trouble calls are answered promptly and courteously.
Track all calls in service management tools, identifying patterns.
Assist in training new hires on standard software products.

Skills

Troubleshooting

Communication

Technical Support

Windows Administration

Knowledge of mobile devices

Education

College degree preferred

Tools

ServiceNow

Job description

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TCI Technology Consulting Inc provided pay range

This range is provided by TCI Technology Consulting Inc. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Base pay range

$20.00/hr - $25.00/hr

TCI has an immediate need for an IT Service Desk Analyst in Louisville, KY. This is a contract opportunity and not available for Corp2Corp.

SUMMARY

The IT Service Desk Analyst will support a global help desk team to ensure that the computer users receive appropriate assistance with technology related incidents and questions.

Core support hours are 10:00 a.m. to 7:00 p.m. EST (lunch hour included). Must be flexible to work other hours.

RESPONSIBILITIES

Ensure that all trouble calls are answered in a prompt, courteous and accurate fashion.
Follow up on closed trouble calls to ensure the user is functioning effectively.
Escalates trouble calls to appropriate second level resources or to Service Desk leadership as necessary.
Tracks all calls in service management tools. Looks to identify patterns that may indicate either a systemic problem or a deficiency in training.
Ability to support MS Office/Office 365 (Word, Outlook, Excel, and PowerPoint).
Occasionally, assists trainers with the delivery of scheduled training classes. Assist in training provided to new hires on the standard suite of software products.
Image laptops and coordination of workstation moves, installations, PC replacements.
Setup and maintenance of users’ mobile devices, specifically Android and iOS devices;
Supports scheduled maintenance windows and assistance with system emergencies (i.e., power outages).
Assists clients and visitors to the office with laptop access and printer installations in conference rooms, visitor offices and support of video conferences and audio/visual technology for meetings.
Diagnoses of PC/system/network problems and troubleshooting.

REQUIREMENTS

2+ years of Service Desk, Help Desk, or IT Support experience.
Minimum one (1) year of work experience providing technology support in a large company (1,000+ employees).
Proven experience in troubleshooting Windows 7/10 desktop and laptop systems and using Active Directory.
Strong knowledge of Active Directory, Microsoft Office (Outlook, Word, Excel and PowerPoint), Office 365.
Strong understanding of Zoom/MS Teams, NetDocuments, SCCM.
Knowledge of mobile devices (Android and iOS devices and/or Blackberry).
Knowledge of Windows administration with experience in troubleshooting minor networking problems.
Excellent verbal communication skills and strong computer troubleshooting skills.
Work is on-site only.
Core support hours are 10:00 a.m. to 7:00 p.m. EST (lunch hour included). Must be flexible to work other hours.

DESIRED (nice-to-have) SKILLS