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IT Help Desk
3 months ago
Client: Education Client
Job Title: Service Desk Analyst
Location: Redwood City, CA 94063 - Onsite Role
Duration: 06 Months - Onsite Role - (Extension/Conversion based on performance)
Pay Rate: $25-$30 hourly
JobDescrition:
Under direct supervision, provide technical support to end-users for computer hardware, software, network, collaboration, communication, and productivity tools via phone, live chat, remote desktop, and messaging.
You will also record the details of every customer interaction and advance complex issues to more senior technicians for resolution.
- Provide first line of response to requests for various hardware, software, peripherals, and networking technical assistance. Provide remote problem resolution when possible.
- Resolve basic end-user problems, and escalate as appropriate.
- Install, upgrade, configure, and solve computing and communication devices and peripherals.
- Perform, schedule, and monitor system alerts, work queues, back-ups, and recovery activities.
- Apply security standard methodologies.
- Ensure users are assigned appropriate resources.
- Other duties may also be assigned
- Experience with various operating systems and computing devices.
- Experience installing and configuring desktop computer systems in a networked computing environment, and in applying diagnostic techniques for problem troubleshooting.
- Familiarity with ITSM Ticketing systems, such as Service_Now, Remedy, or ZenDesk.
- Familiarity with remote desktop tools.
- Customer service, phones (we’re a call center), and critical thinking skills.
- Experience with ServiceNow is a plus.
- Training: Password reset, duo 2 step, desk phones, order/billing for IT service
