What are the responsibilities and job description for the IT Service Desk Analyst position at DELACAN?
6-month contract
Must be local to Canonsburg, PA and open to going into the office. And must be vaccinated.
Description:
Normal Workday hours 8-5/ 9-6 PM
This is a role in the Information Technology organization, to provide operational day-to-day support for the operations of the client's stakeholders.
Please provide candidate answers to the following questions with your submittals.
1) From your previous work experience, which work environment did you enjoy the most and why? Which did you enjoy the least?
2) What are three important qualities to have to be a successful Help Desk analyst?
3) Do you have experience working in a call center environment?
4) What experience do you have working as an administrator in O365?
5) What MDM solutions have you supported?
6) Would you rather be great and late or good and on time? Why?
This is a role in the Information Technology organization, to provide operational day-to-day support for the operations of the client's stakeholders.
Essential Job Functions
- Provide day-to-day operational service and support
- Take ownership of all customer interactions, utilize appropriate follow-through, and log all customer interactions.
- Provide timely feedback to external and internal customers via phone, e-mail, or other form of communication.
- Communicate direction/resolution at an appropriate technical and business level for the audience
- May participate in some projects
- Assist in the delivery of infrastructure development / build activities, including release and deployment management for new services (for example operating system upgrades, new desktop builds etc.)
- Monitor and report on performance of IT systems and services
- Provide assistance and technical support for the resolution of problems, incidents, issues and emergencies
- Collaborate with vendors for resolution of issues / incidents
- Assist with 4th level support escalations (to Original Equipment Manufacturer)
- Document problems and resolutions for future reference
- Provide coaching and mentoring to other members of the Service desk
- Creation of user accounts and setting permissions
- Administration of ServiceNow IT Service Management System (for example Service Catalog updates and maintenance, workflow building and editing, custom application deployments, troubleshooting application functionality and integrations).
Education/Certifications
- High school diploma or equivalent
- Bachelor’s degree or technical training in Computer Science, Information Systems Management or equivalent work experience in a relative field
- Dell certification preferred
Experience/Minimum Requirements
- Three (3) to seven (7) years of experience in computer systems, customer support or IT support
- Experience with ServiceNow IT Service Management System
Other Skills/Abilities
- Experience in a technology support organization
- Customer service experience
- Call center experience
- Focusing on Customers
- Strong communication skills; both verbal and written
- High degree of comprehension of the issues presented by customers
- Apply discretion resulting in appropriate/desired resolutions
- Ability to analyze issues and determine root cause and identify appropriate solutions.
- High degree of problem solving Internal/External Relationships
- Strong ability to connect and build relationships with customers via virtual methods, phone and email
- Strong ability to independently problem solve
Working Conditions: Works in a normal office setting with no exposure to adverse environmental conditions. Provide 24x7 on-call support in a predefined rotation. Some travel may be required.
Job Types: Full-time, Contract
Pay: $24.00 - $26.00 per hour
Benefits:
- Health insurance
Schedule:
- 8 hour shift
Work Location: One location