it service desk analyst

job summary:
Randstad is looking for someone that has a good background in deskside support and a solid customer service and technical background.

The position is 100% onsite and candidates must be vaccinated and boosted

Shift: Friday-Tuesday 6am-3pm

Education: BS/BA degree preferred

Preferred Certifications: CompTIA A certified, HDI certified

Requirements:

• 3 years experience in an IT related support position with in-depth knowledge of PC and MAC platforms and the diagnosis and resolution of software, hardware and networking issues
• Working knowledge and experience with most of the following: 1. Microsoft Deployment Toolkit (MDT) 2. MAC OS 3. .wim 4. SCCM
• Proficient with Microsoft Windows OS, Office Suites, Exchange/Outlook, Active Directory
• Familiarity with PC support tools and software distribution tools
• Ability to work independently in a deadline driven environment
• Self-starter,organizational skills and ability to prioritize workload - oral and written communications skills
• Ability to lift and install PCs, printers, etc. (up to 50 pounds)
• Ability to maintain flexible work schedule to provide IT support for weekends
• Experience using IT Service Management and knowledge base systems (e.g., service-now)
• Experience supporting AV equipment is highly desirable
• Experience providing asset management support
• Experience using remote diagnostic tools for problem identification and resolution Hardware Supported:
• Lenovo Laptops and Desktops - Macbooks - Surface Tablets - Mobile Devices & Tablets: Iphone, Android, Ipads - Cisco IP phones - Video Conference Devices including: Cisco, Crestron Software Supported: - Active Directory - Associated Press AP ENPS - Bit Locker Encryption - Browsers IE Fire, Fox, Safari, Chrome - Cisco Call Manager - McAfee Antivirus ePO - Microsoft Exchange - Microsoft Office - FileMaker Pro - service-now IT Service Management and Asset Management - Cisco Jabber - Mac OS - PC Imaging - Understanding of networking (routers, TCP/IP addressing, etc.) - Windows (All versions) Service Desk Tools include: - Airwatch MDM - service-now IT Service Management, Asset Management - Cisco Finesse, Cisco Call Manager and Akkadian Provision Manager - Microsoft MDT for imaging - Bomgar

location: Inglewood, California
job type: Contract
salary: $32 - 37 per hour
work hours: 7am to 3pm
education: High School

responsibilities:

• Provide service desk and desk side support (Level 1 and level 2) to all internal users
• Single point of customer resolution for all desktop technology devices including desktops, laptops, tablets, mobile devices, printing, wireless networking, audio/visual equipment, etc.
• Maintain and provision desktops, laptops, tablets, mobile devices, printers, projectors, audio/visual equipment and other office equipment as required.
• Use service-now (ITSM) to manage incidents and requests through the complete resolution or fulfillment life cycle
• Use ServiceNow logging system to maintain projects and time reporting
• Document, track, and troubleshoot incidents to agreed service standards and service levels
• Perform trouble call resolution, diagnosis of complex problems, advanced problem resolution, customer support follow-up, and professional interaction with other IT employees, co-workers, and outside vendors.
• Develop and maintain system documentation, administrative and user guides
• Conduct end-user orientation and training for new hires
• Provision and administer user accounts, distribution groups, and security groups in Active Directory
• Work when needed in order to support 24x7 production environment.
• Escalate to operations, solutions, infrastructure engineering or appropriate resolver team when assistance as needed
• Provide AV support - support conference rooms, town halls (multi location large audience simultaneous conferencing), video conferencing
• Process equipment and software requests and record asset information
• Hardware/ software lifecycle management
• Provide VIP and executive support
• Perform request fulfillment of moves & staff equipment changes at each location
• Assist with regression testing of supported software through OS Patches and Upgrades
• Push and install workstation and third party patches -
• Provide Windows OS, MAC OS, Mobile OS support

The essential functions of this role include:

• working weekends

qualifications:

• Experience level: Experienced
• Minimum 3 years of experience
• Education: High School

skills:

• Helpdesk
• Windows OS
• MAC OS
• Deskside Support

Equal Opportunity Employer: Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status.

At Randstad, we welcome people of all abilities and want to ensure that our hiring and interview process meets the needs of all applicants. If you require a reasonable accommodation to make your application or interview experience a great one, please contact HRsupport@randstadusa.com.

Pay offered to a successful candidate will be based on several factors including the candidate's education, work experience, work location, specific job duties, certifications, etc. In addition, Randstad offers a comprehensive benefits package, including health, an incentive and recognition program, and 401K contribution (all benefits are based on eligibility).

Qualified applicants in San Francisco with criminal histories will be considered for employment in accordance with the San Francisco Fair Chance Ordinance.

We will consider for employment all qualified Applicants, including those with criminal histories, in a manner consistent with the requirements of applicable state and local laws, including the City of Los Angeles' Fair Chance Initiative for Hiring Ordinance.

For certain assignments, Covid-19 vaccination and/or testing may be required by Randstad's client or applicable federal mandate, subject to approved medical or religious accommodations. Carefully review the job posting for details on vaccine/testing requirements or ask your Randstad representative for more information.