Job DescriptionJob Description

Job Title: IT Analyst
Job Location: Everett, WA ( Onsite )
Contract Duration: 3 month

Brief Job Description:

We are seeking a seasoned IT Analyst / Service Desk Analyst who possesses very strong customer service and communication skills (both verbal and written). The ideal candidate will be detail-oriented and capable of leading or following established processes and procedures to meet the following responsibilities:

Key Responsibilities:Day-to-Day Responsibilities:

• Participate in and Lead Projects:

  • Lifecycle PC Imaging: Review, create, and implement procedures for PC imaging, including maintaining and updating all inventory records.
  • Surplus Management: Assist or lead the surplus of end-of-life technology assets.
  • VoIP Devices: Lead the replacement of end-of-life VoIP (cellular) devices.

• Service Desk Duties:

  • Customer Support: Answer customer calls, triage tickets (create tickets, reset passwords, answer questions, provide first call resolution or appropriate escalation).
  • Monitor Alerts: Monitor Service Desk and Network Operations Center Alerting Inboxes in real-time and create tickets as applicable.

• Configuration and Deployment:

  • Laptops and Cell Phones: Configure and deploy laptops and cell phones as per requirements.
  • Daily Activities: Complete daily activities such as addressing hard disk space issues on virtual environment computers and shared computers, ensuring minimal customer impact.

Qualifications and Experience Desired:Required Skills & Experience:

• Self-Management: Ability to self-manage and lead efforts with minimal instruction.
• Desktop Imaging & Deployment: Experience in building out (imaging) and deploying desktops end-to-end.
• Service Desk Environment: Experience working in a Service Desk environment to address and resolve end-user software and hardware issues.
• Technical Proficiency: Proficiency with Windows 10, Microsoft Office 365, and Windows networking in a complex, fast-paced multi-user environment.
• Customer Service: Very strong customer service, communication, and writing skills.
• Organizational Skills: Responsible, organized, and able to self-direct with minimal guidance.
• Instruction Following: Proficient in following written instructions, completing check-lists, updating electronic records, and managing work order tickets.

Preferred Skills & Experience:

• Experience with additional IT service management tools or frameworks is a plus.
• Prior experience with VoIP systems and asset management.

Education and Certification:

• Minimum Degree Required: Associate’s Degree in Information Technology, Computer Science, or a related field.
• Certifications: Relevant IT certifications (e.g., CompTIA A+, Microsoft Certified Professional) are a plus.

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