Desktop Support Analyst

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 provide personalized technology support to business partners. This role will identify customer technology-related issues, determine appropriate solutions, and ensure timely resolution. The ideal candidate will have a strong understanding of hardware, software, networking systems, and IT service management processes.

Key Responsibilities:

• Provide technical support and solutions for hardware, software, and networking issues.
• Identify the root cause of customer technology-related problems and determine the appropriate resolution.
• Follow established ITIL/incident management processes.
• Create, update, and close ServiceOne tickets for work performed.
• Provide solutions to technical questions and issues or escalated them to the appropriate support team.
• Utilize and update knowledgebase documentation.
• Follow up on open issues to ensure timely and satisfactory customer resolution.
• Maintain accurate documentation of incidents and resolutions.
• Stay current with technical and professional knowledge through training, publications, and professional networking.
• Work with employees at all levels across the client companies.
• Occasionally interact with external hardware/software vendors and technical personnel from other organizations.
• Work independently on non-routine and moderately technical assignments while using sound judgement in decision-making.

Required Qualifications:

• Strong technical understanding of hardware, software, and networking systems.
• Experience troubleshooting and resolving technology-related issues.
• Understanding of ITIL/incident management processes.
• Strong customer service and communication skills.
• Ability to troubleshoot, prioritize, and escalates issues appropriately.
• Experience working with ticketing/service management systems.
• Ability to work with limited supervision and handle moderately technical assignments.
• Strong problem-solving and decision-making skills.

Preferred Qualifications:

• Experience in Desktop Support, Service Desk, IT Support, or Technical Support.
• Experience with ServiceNow or similar IT service management/ticketing platforms.
• ITIL certification or training.
Experience supporting users in an enterprise environment.

Sirius Staffing is an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to characteristics such as race, color, national origin, religion, gender, age, marital status, disability, veteran status, citizenship status, sexual orientation, gender identity, or any other status protected by law.