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University IT Service Desk Analyst
6 days ago
Job title: University IT Service Desk Analyst
Contract on W2 for a duration of 12+ months (Possibility for extensions)
Work type HYBRID from Redwood City CA but need to be onsite for training.
Pay budget - $25 - $31/hr on W2
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
Support faculty, staff, students.
Pass IT support to IT team, but handles all incoming calls (15-25 calls a day)
REQUIREMENTS
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.
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.
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, 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.
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), writing by hand, sort/file paperwork or parts, grasp forcefully.
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