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University IT Service Desk Analyst
2 months ago
"All candidates must be directly contracted by ASK Consulting on their payroll and cannot be subcontracted. We are unable to provide sponsorship at this moment".
Job Title: University IT Service Desk Analyst (1348611)
Duration: 30-Sep-2024 - 04-Apr-2025 (08 Months)
Location: Stanford, California, 94305
Pay rate: $25/hr - $31/hr.
Minimum Education Level: High School Graduate/GED
Job Description:
- Need to be on-site to start training. After 2 months, they can begin to WFH some days.
- We do work over Winter Closure so the contractor can continue working (and should be available except for Univ holidays).
- 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.
Core Duties:
- 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
Minimum Requirements:
Education & Experience:
- 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.
Knowledge, Skills, and Abilities:
- Good communication and interpersonal skills.
- Ability to provide excellent client service.
- Ability to apply diagnostic techniques for problem troubleshooting.
- Ability to apply information technology standard methodologies, including security (this includes information security or physical security, such as asset management) to problem resolution and troubleshooting.
- Familiarity with ITSM Ticketing systems, such as ServiceNow, Remedy or ZenDesk.
- Familiarity with remote desktop tools.
Certifications and Licenses:
- None
Physical Requirements:
- Constantly perform desk-based computer tasks.
- Frequently sitting, using a telephone, grasping lightly/fine manipulation, bending, lifting, standing, and carrying equipment.
- Occasionally lift/carry/push/pull objects that weigh 21-40 pounds.
- Rarely kneel/crawl, climb (ladders, scaffolds, or other), write by hand, sort/file paperwork or parts, grasp forcefully.
- Consistent with its obligations under the law, the University will provide reasonable accommodation to any employee with a disability who requires accommodation to perform the essential functions of the job.
Requirements:
Top 3 requirements to hire:
- 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 services
- Tier 1 Support for the entire University. Support faculty, staff, and students. Pass IT support to IT team, but handles all incoming calls (15-25 calls a day)
About ASK: ASK Consulting is an award-winning technology and professional services recruiting firm servicing Fortune 500 organizations nationally. With 5 nationwide offices, two global delivery centers, and employees in 42 states-ASK Consulting connects people with amazing opportunities
ASK Consulting is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all associates.
