Service Desk Analyst

Hansell Tierney; San Francisco (CA); On-site; USD 52,348 - 60,614; Full time

Benefits offered by this job

Three insurance levels

401K + match

Sick leave

Job summary

A leading staffing company is seeking a Service Desk Analyst to provide technical support for hardware and software. Responsibilities include Tier I/II helpdesk support, logging issues, and collaborating with IT team members. The ideal candidate should have 3-5 years of experience in servicing desktops and peripherals, alongside relevant certifications. This role offers a pay range of $38 - $44 per hour, with excellent benefits including 401K and sick leave.

Qualifications

• 3 to 5+ years of experience servicing/troubleshooting desktops and peripherals.
• Microsoft certifications and ITIL V3 certification desired.
• Ability to manage vendor repair and returns.

Responsibilities

• Provide Tier I/II support to end users.
• Log and track issues using service management tools.
• Collaborate with IT team members as needed.

Skills

Customer service skills

Troubleshooting expertise

Collaboration within IT team

Understanding of IP networking

Knowledge of Active Directory

Education

High School degree or equivalent

Tools

Service Now

Job description

We are currently assisting our client, a global leader in legal technology and services, with a search for a Service Desk Analyst.

JOB SUMMARY

This role supports the hardware and software used for production, management, and delivery of content and services to our clients.

Duties & Responsibilities

• Provides Tier I/II support to end users with exceptional customer service skills.
• Answers, evaluates and prioritizes service requests via phone, voicemail, email and in person for users. Provides regular and timely updates to customers.
• Performs move/add/change tasks for desktop/laptop hardware and software systems
• Meet SLA requirements for problem resolution.
• Log and track issues in our service management tools.
• Build/deploy, patch and support end user desktops, laptops, mobile devices and other related equipment.
• Maintain accurate inventory of computer hardware and software assets related to the service desk function.
• Maintain key performance metrics related to Tier I/II support functions
• Support VOIP telephony systems and video conferencing hardware and software.
• Manage vendor repair and returns of defective equipment as necessary.
• Learn eDiscovery applications to assist with support across the organization.
• Maintain best practices on security for supported applications.
• Keep manager and other team members informed of trends, delays or complications that arise during normal course of work.
• Collaborate with other IT team members as needed.
• Participate in creation and maintenance of IT standards and procedures.
• Other duties as assigned.

Minimum Qualifications

• Typically requires a High School degree or equivalent experience.
• Typically requires 3 to 5+ yrs of experience servicing/troubleshooting desktops, laptops, printers, mobile devices and other peripherals. Experience with Service Now a plus
• Microsoft certifications and ITIL V3 certification desired
• Demonstrated ability to build, maintain and support workstation images.
• Demonstrated ability to work with vendors to procure, inventory, repair and mange computing assets
• Ability to effectively collaborate within an IT team with shared responsibilities.
• Working/practical knowledge of IP networking principles
• Working/practical knowledge of Active Directory, Exchange and SharePoint
• Willing to be on-call for occasional night and/or weekend support.

Length of Assignment

6-months anticipated

Pay Range

$38 - $44/hour

Benefits

Three insurance levels, 401K + match, sick leave, and working with a great company!

About Hansell Tierney:

Hansell Tierney is one of the premier staffing and recruiting companies in the Pacific Northwest. Launched in 2001, we are a woman-owned business that serves and staffs Northwest organizations by doing things the right way, not just the easiest way. Hansell Tierney partners with candidates and clients to match the best candidates with interesting local opportunities. We navigate every relationship with the highest level of discretion and service while holding ourselves accountable to our promises. Our business thrives on our deep understanding of the job market and our ability to skillfully tailor our recruitment process to meet our clients’ unique needs.

*This Organization Participates in E-Verify* This employer participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S. If E-Verify cannot confirm that you are authorized to work, this employer is required to give you written instructions and an opportunity to contact Department of Homeland Security (DHS) or Social Security Administration (SSA) so you can begin to resolve the issue before the employer can take any action against you, including terminating your employment. Employers can only use E-Verify once you have accepted a job offer and completed the Form I-9.