What are the responsibilities and job description for the Service Desk Analyst position at Experis?
Job Description
Required Qualifications:
Two years of enterprise IT support experience, or a passion for technology as shown by a combination of certifications or schooling.
Preferred Qualifications or Application Experience
Certifications: A , Microsoft Technologies, Apple Technologies, SharePoint Online, CyberArk, Ivanti Service Management (Neurons), ITIL foundations.
Description
We are seeking an experienced contractor who enjoys assisting customers by phone, email and chat, who is highly technical and likes to think outside the box and craft solutions. The ideal candidate possesses the ability to multitask and clearly communicate technical information to people with varying levels of technical ability. Both a high degree of patience as well as a high degree of empathy are key traits we are seeking, as well as someone who enjoys learning new technologies. You should be able to work under minimal supervision within the first few months of the contract.
You should be familiar with troubleshooting user profile issues (via registry editor, or AppData), updating device drivers to resolve operating system issues, and must be able to multitask and work issues from other sources (such as chat/email) between phone calls. This position will also be responsible for maintaining knowledge articles and be able to work with team members to ensure articles are grammatically clear and relevant for existing technologies.
Here are some of the core responsibilities and requirements of this position:
- Be available to work 40 hours/week rotating between the hours of 7am and 6pm EST M-F. This position will be fully onsite but may have some infrequent ability to work from home on occasion, with approval.
- Communicate technical issues to non-technical staff.
- Customer service experience showing ability to multitask and present a clear and concise/friendly/professional demeanor over the phone and in-person.
- Document troubleshooting steps and follow detailed procedures for ticket entry.
- Troubleshoot issues in a Windows and Mac environment.
- Read and understanding procedures on software compliance to be able to install software.
- Configure and troubleshoot mobile devices (iOS and Android) and MDM issues (CyberArk).
- Learn and troubleshoot basic UNIX issues (training provided).
- Contribute to our team chat and our team meetings.
- Draft Knowledge Articles based on known errors or incident workarounds.
- Ability to Develop SharePoint Online sites and workflows and maintain and administer site permissions are a plus, but not required.
- Familiarity with ITSM application workflows is a plus, but not required.
Notes: This isn't a typical first tier line of work. The team does some advanced work - building out workflows in our service management system, for example; they setup all the accounts for CAS and do most anything that may not require leaving their desk. That includes responding to emails, calls, etc. The team is highly involved in our Citrix VDI environment setting things up for new users, and possibly will soon be venturing into Amazon Workspaces as well. They don't setup the back end, but they do patching and setup access and troubleshoot issues with the environment. The team is in a position to make an impact with our partnership with IT Security as well as it relates mostly to Identity Access Management and setting up/granting access through SSO.
Salary : $1 - $35
