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University IT Service Desk Analyst

3 months ago

Redwood City, United States Experis Full time
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.