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Senior IT Support Analyst

2 months ago

San Diego, California, United States Ledgent Technology Full time

Job Title: Senior IT Support Analyst

Location: San Diego, CA

Type: Contract-to-Hire, 100% Onsite

Schedule: M-F; 8 am - 5 pm PST

Salary Range: $30 - $38 per hour

JOB SUMMARY:

The Senior IT Support Analyst is responsible for overseeing daily operational activities related to the IT support function, ensuring high-quality assistance and prompt resolution of issues. This role serves as the primary escalation point for Service Desk Analysts and manages the IT onboarding and offboarding processes for employees.

ESSENTIAL JOB FUNCTIONS:

  • Deliver exceptional customer service to meet end-user expectations.
  • Act as the first escalation point for Service Desk Analysts, investigating and appropriately escalating incidents.
  • Serve as the main contact for the IT Service Desk Manager regarding daily operational needs.
  • Engage in regular IT Service Desk team initiatives.
  • Support other IT teams with tasks as directed by the IT Service Desk Manager.

DUTIES:

  • Manage IT service desk tickets, ensuring timely assignment, resolution, and comprehensive documentation of issues.
  • Oversee the daily queue of unassigned tickets.
  • Provide primary support to end-users, maintaining communication throughout the ticket lifecycle and documenting resolutions within the ServiceNow platform.
  • Research, resolve, and respond to incidents in ServiceNow in line with SLAs established by the Service Desk Manager.
  • Collaborate with third-party vendors as needed to resolve Service Desk incidents.
  • Support audio and video conferencing, as well as the corporate phone system via Microsoft Teams.
  • Assist in automating recurring processes to enhance efficiency.
  • Create and maintain ServiceNow Knowledge Base articles for internal IT and general employees.
  • Conduct periodic training sessions for employees on common IT topics and tools.
  • Stay updated on industry trends and suggest technology upgrades to the organization.
  • Maintain Software Asset Management and Hardware Asset Management.
  • Build and sustain relationships with various software, hardware, and third-party vendors.
  • Foster trust and communication with end-users to provide quality support.
  • Collaborate effectively with all IT staff.
  • Work closely with the People Success, Facilities, and Talent Acquisition teams for employee onboarding, offboarding, and changes.

REQUIRED QUALIFICATIONS:

  • Strong critical thinking and problem-solving abilities.
  • Excellent time management skills.
  • Ability to thrive in a dynamic office and team environment.
  • Capability to work independently and follow through on assignments with minimal supervision.
  • Good verbal and written communication skills.
  • Ability to effectively present in front of large groups.
  • Proficient knowledge of Microsoft Windows and Office applications.
  • Experience with Active Directory is preferred.

Education and Experience:

  • Bachelor's degree in Computer Science, Information Systems, or a related field is desirable. Equivalent experience may be considered.
  • A minimum of 5 years of direct experience in an IT Help Desk role, covering all aspects of hardware and software support.
  • Experience troubleshooting Windows and Mac systems.
  • 1-2 years of supervisory experience is preferred.
  • Experience managing full life cycle hardware and software projects, large-scale systems deployment, or IT initiatives is a plus.

Certificates, licenses, or registrations:

  • ITILv4 Certification is preferred.
  • A+, Network+, Security+ certifications are preferred.

All qualified applicants will receive consideration for employment without regard to race, color, national origin, age, ancestry, religion, sex, sexual orientation, gender identity, gender expression, marital status, disability, medical condition, genetic information, pregnancy, or military or veteran status. We consider all qualified applicants, including those with criminal histories, in a manner consistent with state and local laws.