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it service desk analyst

3 months ago

Inglewood, United States Randstad Full time

it service desk analyst.

  • inglewood , california

  • posted 1 day ago

job details

summary

  • $27 - $31 per hour

  • contract

  • high school

  • category computer and mathematical occupations

  • reference1056275

job details

job summary:

Searching for a junior-to-mid level Service Desk Analyst with 2-5+ years working for a medium-to-large enterprise to work an overnight shift.

location: Inglewood, California

job type: Contract

salary: $27 - 31 per hour

work hours: 9pm to 7am

education: High School

responsibilities:

Required Skills -PC and Mac OS, hardware, mobile devices, O365 and application experience in a mid-to-large enterprise

Job Duties -Working in a hybrid IT Call Center / Deskside Support team provisioning technologies to new and existing staff, troubleshooting and resolving end user issues, fulfilling IT requests and de-provisioning access and equipment for separated staff.

Job Requirements -

  • Provide service desk and desk side support (Level 1 and level 2) to all internal users

  • Position is for a 3rd shift; typically 9:30pm - 6:30am. Must be flexible; work over-night, weekend and/or holiday shifts are possible. Work days to be determined.

  • Single point of customer resolution for all desktop technology devices including desktops, laptops, tablets, mobile devices, printing, wireless networking, audio/visual equipment, etc.

  • Maintain and provision desktops, laptops, tablets, mobile devices, printers, projectors, audio/visual equipment and other office equipment as required.

  • Use service-now (ITSM) to manage incidents and requests through the complete resolution or fulfillment life cycle

  • Also use service-now to manage assets

  • Document, track, and troubleshoot incidents to agreed service standards and service levels

  • Perform trouble call resolution, diagnosis of complex problems, advanced problem resolution, customer support follow-up, and professional interaction with other IT employees, co-workers, and outside vendors.

  • Develop and maintain system documentation, administrative and end-user guides

  • Provision and administer user accounts, distribution groups, and security groups in Active Directory

  • Work alternative 3rd shift days and/or hours when needed in order to support 24x7 production environment.

  • Escalate to operations, solutions, infrastructure engineering or appropriate resolver team when assistance as needed

  • Provide AV support - support conference rooms, town halls (multi location large audience simultaneous conferencing), video conferencing

  • Process equipment and software requests and record asset information

  • Hardware/ software lifecycle management

  • Provide VIP and executive support

  • Perform request fulfillment of moves & staff equipment changes

  • Assist with regression testing of supported software through OS Patches and Upgrades

  • Push and install workstation and third party patches

  • Provide Windows OS, MAC OS, Mobile OS support

Education: BS/BA degree preferred

  • Preferred Certifications: CompTIA A+ certified, HDI certified

  • 3+ years experience in an IT related support position with in-depth knowledge of PC and MAC platforms and the diagnosis and resolution of software, hardware and networking issues

  • Working knowledge and experience with most of the following:

  • Microsoft Deployment Toolkit (MDT)

  • MAC OS

  • SCCM

  • Jamf

  • Proficient with Microsoft Windows OS, Office Suites, Exchange/Outlook, Active Directory

  • Familiarity with PC support tools and software distribution tools

  • Ability to work independently in a deadline driven environment

  • Self-starter, strong organizational skills and ability to prioritize workload

  • strong oral and written communications skills

  • Ability to lift and install PCs, printers, etc. (up to 50 pounds)

  • Ability to maintain flexible work schedule to provide IT support for weekends

  • Experience using IT Service Management and knowledge base systems (e.g., service-now)

  • Experience supporting AV equipment is highly desirable

  • Experience providing asset management support

  • Experience using remote diagnostic tools for problem identification and resolution

Hardware Supported:

  • Lenovo Laptops and Desktops

  • Macbooks

  • Surface PCs and Tablets

  • Mobile Devices & Tablets: Iphone, Android, Ipads

  • Cisco IP phones

  • Video Conference Devices including: Cisco, Crestron

Software Supported:

  • Active Directory

  • Associated Press AP ENPS

  • Bit Locker Encryption

  • Browsers IE Fire, Fox, Safari, Chrome

  • Cisco Call Manager

  • McAfee Antivirus ePO

  • Microsoft Exchange

  • Microsoft Office

  • Microsoft Teams

  • FileMaker Pro

  • service-now IT Service Management and Asset Management

  • Cisco Jabber

  • Mac OS

  • PC Imaging

  • Understanding of networking (routers, TCP/IP addressing, etc.)

  • Windows (10 and 11)

Service Desk Tools include:

  • InTune MDM

  • service-now IT Service Management, Asset Management

  • Cisco Finesse, Cisco Call Manager and Akkadian Provision Manager

  • Microsoft MDT for imaging

  • Bomgar

Desired Skills & Experience -skills and experience listed elsewhere on the SOF

qualifications:

  • Experience level: Experienced

  • Minimum 1 year of experience

  • Education: High School

skills:

  • Desktop Support

  • cisco ip

  • MacOS

  • mobile devicesEqual Opportunity Employer: Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status.At Randstad Digital, we welcome people of all abilities and want to ensure that our hiring and interview process meets the needs of all applicants. If you require a reasonable accommodation to make your application or interview experience a great one, please contact HRsupport@randstadusa.com.Pay offered to a successful candidate will be based on several factors including the candidate's education, work experience, work location, specific job duties, certifications, etc. In addition, Randstad Digital offers a comprehensive benefits package, including health, an incentive and recognition program, and 401K contribution (all benefits are based on eligibility).Applications accepted on ongoing basis until filled.Qualified applicants in San Francisco with criminal histories will be considered for employment in accordance with the San Francisco Fair Chance Ordinance.We will consider for employment all qualified Applicants, including those with criminal histories, in a manner consistent with the requirements of applicable state and local laws, including the City of Los Angeles' Fair Chance Initiative for Hiring Ordinance.