Service Desk Analyst - 1 year contract

ContractStaffingRecruiters.com; New Haven (CT); Remote; USD 40,000 - 60,000; Full time

Job summary

A leading company is seeking a remote IT support technician to provide Tier 1 assistance for office technology services. The successful candidate will troubleshoot issues, provide training, and support users effectively while working on special technology projects. Relevant IT experience and certifications such as A+ or Network+ are required for this role.

Qualifications

• 2-5 years of IT experience leading technology support teams.
• A+ certification or equivalent experience required.
• Demonstrated knowledge of hardware/software products.

Responsibilities

• Provides Tier 1 support and assists users with technology issues.
• Creates and updates knowledge articles relevant to support processes.
• Works on special projects for technology upgrades.

Skills

Problem solving

Troubleshooting

Communication

Judgment

Education

A+, Network+, MSDT or equivalent

Associates in computer science

BS in Business Administration/Info Tech focus

Tools

Remote support tools (i.e., Bomgar)

Microsoft operating systems

Macintosh operating systems

Cloud computing technologies/applications

Job description

The candidate for this role must be able to work Monday through Thursday from 12:30 PM - 9 PM EST. Friday from 9:30 - 6:00 PM EST. Can sit remote.

Provides Tier 1 support for customers requesting assistance with office technology services (e.g., computers, mobile devices, and printers). Assists users with troubleshooting and remediating technology-related service requests. Provides support to internal users and field force.

Core Responsibilities

· Answers support requests and provides telephone assistance to customers; provides technical advice, guidance, and informal training to customers using hardware and software programs. Troubleshoots and restores routine technical service and equipment problems by analyzing, identifying, and diagnosing faults and symptoms using established processes and procedures.

· Escalates and coordinates service requests accordingly, with associated documentation or troubleshooting steps included.

· Recommends procedures and controls for problem prevention.

· Identifies trends and/or gaps in service as discovered.

· Creates and updates knowledge articles that are relevant to support processes.

· Works on special projects of varying levels of complexity (e.g., converting all computers to a new version of Windows), as assigned.

Skills Qualifications

Required:

· Problem solving and troubleshooting skills

· Strong oral and written communication skills

· Sound judgment in decision making

Systems/Technical Knowledge:

· Demonstrated working knowledge of basic to moderately complex hardware and software products

· Remote support tools (i.e., Bomgar)

· Microsoft and Macintosh operating systems

· Cloud computing technologies/applications

Education

Required:

· 2-5 years of IT experience including leading/supervising technology service and support teams or an equivalent combination of training and experience

· A+, Network+, MSDT, or equivalent professional certification or demonstrated experience.

Preferred:

· Associates in computer science preferred or BS in Business Administration/Info Tech focus

Physical Demands

Must be able to remain in a stationary position for a majority of the workday.