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Service Desk Analyst

2 months ago

Blue Bell, United States firstPRO, Inc Full time

FirstPRO is now accepting resumes for a Service Desk Analyst for our client located in Blue Bell, PA. As a Technical Support Specialist, you will be responsible for receiving, documenting, and resolving client requests of level 2+ within defined Service Level Agreements. Most issues will be addressed remotely over the phone, and you will also support client-specific applications as per the agreed scope. This is an on-site, 3+ month contract opportunity, paying up to $25.00/hr w-2.


Key Responsibilities:

  • Respond to incoming technical support calls in a high-volume environment, recording all relevant information and updating issue details in a ticket tracking system.
  • Analyze and document reported problems and outages, assessing their severity, impact, and nature.
  • Deliver exceptional customer service while ensuring compliance with contracted Service Level Agreements (SLAs).
  • Provide technical support for a range of technologies, including desktops, laptops, network connectivity, business applications, voice-over-IP telephone systems, and password resets in accordance with information security guidelines.
  • Offer desk-side services as needed, including installations, system configurations, hardware repairs, and advanced technical support.
  • Proactively monitor the Service Desk queue for open tickets and assist other team members when required.
  • Participate in project-based activities such as system builds, moves, and installations.


Requirements:

  • Bachelor's degree in Computer Science, Information Systems, or a related field, or a certificate from a Technical School/Institute.
  • 2-3 years of experience in service desk roles, preferably in the financial industry.
  • Strong interpersonal skills with a lively and enthusiastic personality.
  • Customer service-oriented mindset.
  • Previous experience with incident tracking and call management tools.
  • Familiarity with working in a managed environment with call handling metrics and SLAs.
  • Willingness and eagerness to learn and master new software products and releases.
  • Organizational and time management skills.
  • Desire and capability to develop skills through on-the-job learning and formal training courses.
  • Ability to communicate effectively with customers at all levels.


Experience/Knowledge in the following technologies:

  • Microsoft Office 365, SharePoint Online, OneDrive, and Microsoft Teams.
  • Configuration, support, and troubleshooting of Microsoft Windows 7/10 OS.
  • Network administration in Windows Active Directory and Azure Active Directory.
  • Connectivity and networking support and troubleshooting.
  • Remote support tools, such as LogMeIn Rescue.
  • Remote software installation technologies.
  • Use and support of MS Office Suite applications.
  • Installation, configuration, and troubleshooting of PC hardware.
  • Support and configuration of Voice over IP telephone systems.
  • Support and troubleshooting of enterprise applications, client-server, and web-based.


Preferred Certifications:

  • Microsoft Certification: Windows 10, Office 365, M365 Modern Desktop Administrator Associate, M365 Security Administrator Associate, M365 Teamwork Administrator Associate, Microsoft Office Specialist (MOS), Exam MD-100 Windows 10, Exam MD-101 Managing Modern Desktops.
  • A+ Certification.
  • HDI Support Center Analyst.
  • ITIL Foundations.


Working Conditions:

  • This position may require up to 25% travel.
  • Lifting of hardware/equipment weighing up to 50 pounds may be necessary.
  • Extended periods of sitting may be required.
  • A reliable means of transportation is essential.