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Service Desk Analyst

1 month ago

Sandy Springs, United States Motion Recruitment Full time

Our client, a premier North Atlanta-based organization in the education sector, is actively looking for a Service Desk Analyst to join their team in Sandy Springs, GA. This role is onsite so local candidates are required.


***This is a 1 year initial contract with potential for long-term extension or conversion based on performance***


As an Service Desk Analyst, you will play a pivotal role in providing exceptional technical support to our diverse user base of over 10,000 individuals. If you possess a passion for delivering outstanding customer service, along with strong technical expertise, we encourage you to apply for this exciting opportunity.


Responsibilities

  • Provide remote support to end users, addressing their technical issues and concerns promptly and professionally.
  • Manage, prioritize, resolve, and meticulously document support tickets using our ticketing system, ensuring accurate and timely resolution of user problems.
  • Collaborate effectively with team members to escalate and resolve complex technical issues, ensuring a seamless support experience for our users.
  • Maintain a high level of customer service by actively listening to users, empathizing with their concerns, and providing clear and concise solutions.
  • Continuously update and expand your technical knowledge to stay up-to-date with emerging technologies and best practices in IT support.


Required Skills

  • Proven experience providing technical support to users in a call center or similar environment.
  • Exceptional customer service and communication skills, with the ability to explain technical concepts to non-technical users effectively.
  • Minimum of 3 years of experience in delivering excellent desktop support, troubleshooting hardware and software issues.
  • Proficiency in troubleshooting Windows 10 operating system and related software applications.
  • Minimum of 2 years of experience working in a helpdesk or service desk environment, preferably supporting a large user base.
  • Strong familiarity with ticketing systems, including experience in managing and prioritizing support tickets.
  • Knowledge of Active Directory and remote desktop tools, enabling effective troubleshooting and user management.
  • Advanced troubleshooting skills in workstation and printer network connectivity, including wireless networks.


Preferred Skills

  • Possession of A+ and Network+ certifications, demonstrating a strong foundation in IT support and network technologies.
  • Prior experience in the education sector or similar environments, showcasing an understanding of the unique challenges and requirements in such settings.