IT Service Desk Analyst

2 weeks ago

Bellevue, Washington, United States TEKsystems Full time
IT Service Desk Analyst

We are seeking a highly motivated and customer-focused IT Service Desk Analyst to join our team in Seattle. As a key member of our IT Service Desk team, you will be responsible for providing top-notch customer service and support to our internal customers.

Key Responsibilities:
  • Respond to and resolve customer issues, problems, and queries relating to IT systems used throughout the organization.
  • Take receipt of service desk support requests and log them, either for first-time resolution or for escalation to other specialized areas of the IT Department.
  • Own all requests and incidents and see each through resolution and customer satisfaction.
  • Provide unrivaled customer service to all internal customers.
  • Act as a single point of contact for all phone and email queries from internal customers.
  • Troubleshoot basic software and hardware issues via phone and resolve upon first contact, when possible.
  • Fully document all cases in the service desk tool and escalate to appropriate resolver groups.
  • Monitor the progress of requests for support and ensure that customers and other interested parties are kept informed.
  • Educate customers on how to use IT systems and applications.
Requirements:
  • CompTIA A+ certification.
  • Functional knowledge of Microsoft Active Directory.
  • Functional knowledge of Macintosh or Windows computing.
  • Competency in MS Office Suite.
  • Strong documentation skills and attention to detail.
  • Customer-focused with excellent communication and interpersonal skills.
  • Ability to work well with others and contribute to team values and rapport-building across the organization.
  • Effective prioritization skills and the ability to execute tasks in a high-pressure environment.
Preferred Qualifications:
  • Certification in ITIL.
  • Previous experience providing technical support.
  • Working experience using enterprise ticketing solutions such as ServiceNow, Remedy, etc.

We offer a competitive salary and benefits package, including medical, dental, and vision insurance, 401(k)/Roth, basic/supplemental life and AD&D, short and long-term disability, HSA and DCFSA, transportation benefits, and employee assistance program. We are an equal opportunity employer and welcome applications from diverse candidates.

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