Service Desk Systems Analyst

1 week ago

Jacksonville, Florida, United States Vaco Full time
Job DescriptionJob DescriptionThe Service Desk Systems Analyst will be responsible for managing and supporting the organization's IT service desk operations. This role involves overseeing the service desk team, ensuring timely resolution of technical issues, maintaining system efficiency, and providing high-quality technical support to users.

Key Responsibilities:
Service Desk Management:
  • Supervise the service desk team to ensure effective and efficient resolution of user issues.
  • Monitor service desk operations and performance metrics to identify areas for improvement.
  • Develop and implement service desk policies, procedures, and best practices.

Technical Support:
  • Provide advanced troubleshooting and technical support for hardware, software, and network issues. - Assist in the diagnosis and resolution of complex technical problems.
  • Escalate issues to appropriate internal or external resources as necessary.
System Administration:
  • Maintain and manage IT systems, including servers, workstations, and network devices.
  • Perform regular system maintenance, updates, and patches to ensure optimal performance and security.
  • Monitor system performance and address any issues proactively.
User Support:
  • Act as a point of contact for users experiencing technical difficulties.
  • Ensure all support requests are logged, tracked, and resolved in a timely manner.
  • Provide training and guidance to users on system use and best practices.
Documentation and Reporting:
  • Maintain detailed documentation of service desk operations, issues, and resolutions.
  • Generate regular reports on service desk performance, user satisfaction, and system health.
  • Develop and update technical documentation, user guides, and FAQs.
Collaboration and Communication:
  • Work closely with other IT team members to ensure seamless integration and support of IT services.
  • Communicate effectively with users, management, and stakeholders regarding technical issues and service improvements.
  • Participate in team meetings and contribute to the continuous improvement of IT services.
Project Management:
  • Lead and participate in a major system upgrade to a cloud solution.
  • Coordinate with vendors and third-party service providers for system maintenance and support.
  • Ensure project milestones and deadlines are met.

Vaco values a diverse workplace and strongly encourages women, people of color, LGBTQ+ individuals, people with disabilities, members of ethnic minorities, foreign-born residents, and veterans to apply.

EEO Notice

Vaco is an Equal Opportunity Employer and does not discriminate against any employee or applicant for employment because of race (including but not limited to traits historically associated with race such as hair texture and hair style), color, sex (includes pregnancy or related conditions), religion or creed, national origin, citizenship, age, disability, status as a veteran, union membership, ethnicity, gender, gender identity, gender expression, sexual orientation, marital status, political affiliation, or any other protected characteristics as required by federal, state or local law.

Vaco LLC and its parents, affiliates, and subsidiaries are committed to the full inclusion of all qualified individuals. As part of this commitment, Vaco LLC and its parents, affiliates, and subsidiaries will ensure that persons with disabilities are provided reasonable accommodations. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact .

Vaco also wants all applicants to know their rights that workplace discrimination is illegal.

By submitting to this position, you agree that you will be giving Vaco the exclusive right to present your as a candidate for the foregoing employment opportunity. You further agree that you have represented information about yourself accurately and have not affirmatively misrepresented your qualifications. You also agree to maintain as confidential, to the fullest extent permitted by law, any information you learn from Vaco about the position and you will limit disclosure of information about the position only to the extent necessary to perform any obligations in furtherance of your application. In exchange, Vaco agrees to exercise reasonable efforts to represent you through all solicitation, job screening and resume dispersal.

Privacy Notice

Vaco LLC and its parents, affiliates, and subsidiaries ("we," "our," or "Vaco") respects your privacy and are committed to providing transparent notice of our policies.

  • California residents may access Vaco's HR Notice at Collection for California Applicants and Employees here.
  • Virginia residents may access our state specific policies here.
  • Residents of all other states may access our policies here.
  • Canadian residents may access our policies in English here and in French here.
  • Residents of countries governed by GDPR may access our policies here.
Pay Transparency Notice

Determining compensation for this role (and others) at Vaco depends upon a wide array of factors including but not limited to:

  • the individual's skill sets, experience and training;
  • licensure and certification requirements;
  • office location and other geographic considerations;
  • other business and organizational needs.

With that said, as required by local law, Vaco believes that the following salary range referenced above reasonably estimates the base compensation for an individual hired into this position in geographies that require salary range disclosure. The individual may also be eligible for discretionary bonuses.

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