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Service Desk Analyst

4 months ago

Louisville, United States Insight Global Full time

Position: PC Support Technician

Duration: 1 year contract (will continue to keep them on contract for years to come if they are a good fit)

Location: Louisville, KY 40203

Shift: 1st (9:00AM-5:30PM) Monday - Friday ONSITE


Interview Process:

ONE and DONE Virtual Interview

  • 1 hour Virtual Panel with the Manager, Desktop Engineer, and a PC Support Tech

Top Requirements:

  • 3+ years of professional experience working in a Help Desk role OR Bachelor’s degree in computer science, Information Technologies, or related field
  • Advanced proficiency in Microsoft Excel
  • Professional experience working within Active Directory
  • Professional experience with ticketing systems (BMC Track- It is the specific system MSD uses)

Plusses:

  • Experience with IBM Maas 360 Plus (the mobile device management tool)
  • This is a huge plus and would secure an interview time slot
  • Comp TA+ Certification
  • Experience communicating with Corporate Executives and all levels of leadership
  • Experience working within a Cisco Shop
  • Experience with Land Sweeper (a tool that scans a company's network)

Daily Responsibilities:

An employer is looking for an IT Help Desk individual to report out of our corporate headquarters in Louisville, KY. This individual will work directly in BMC Track-it as a ticketing system to ensure we are able to provide our internal employees with quality IT service that ensures resolutions in a timely manner. Primary responsibilities include watching the que, making assessments based on priority, troubleshooting incidents, resolving problems, and implementing preventive measures. Other responsibilities will include performing password re-sets and changes in Active Directory, navigating Microsoft Excel for documentation, and communicating with all levels of leadership within the company. It is important that this individual possesses the ability to collaborate in a team-environment as they will be working on a team of 4 other support technicians. The ideal candidate will be organized, detail-oriented, have exceptional punctuality skills, and willing to collaborate with others. They will also have great communication skills and be self-sufficient. There is immense room for growth and opportunity as this role is open due to a recent promotion of the previous contractor.

Selling Points:

  • MSD is known for their upward mobility opportunities.
  • They will find a home for good employees and continue to teach/promote them.

Internal Notes:

  • This manager is super focused on soft skills. The top 3 things he is looking for is punctuality, detail oriented, and being self-sufficient.
  • The candidate will be re-solving internal issues with MSD employees.
  • 850, 650 computers, and 800 mobile devices
  • The company averages around 19 phone calls a day, and 25 tickets a day.