What are the responsibilities and job description for the Help Desk/Service Desk Analyst position at ALTA IT Services?
Job Description
We are currently seeking a Help Desk/Service Desk Analyst for a long term contracting position located in Dallas, TX. This will be providing help desk phone support (Tier I-II) to users on a variety of issues. This position is 100% onsite in Dallas, TX, working Monday through Friday, 8-5.
United States Citizen due to government regulations
The Service Desk Analyst will support a federal customer in Dallas, TX. This candidate will be responsible for the following:
Duties and Responsibilities:
- Answer Help Desk phones and provide Tier I-II support to users on a variety of issues
- Responds to telephone calls, email and personnel requests for technical support
- Log and prioritize calls and provide reports as required on Service Level Agreements (SLAs)
- Documents, tracks, and monitors the problem to ensure a timely resolution
- Possess strong customer service and communications skills
- Analyze, evaluate, and test software and hardware problems
- Handle heavy call volume
Qualifications:
- Experience using Microsoft Office tools
- Windows Operating Systems
- Strong customer service and strong communication skills (both written and verbal)
- Excellent interpersonal skills, especially ability to listen and understand what is being described
- Working knowledge of ServiceNow ticket system; creating, updating and closing tickets
- Experience with computer terms and customer service operations
Salary : $18 - $22
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