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Service Desk Systems Analyst

4 months ago

Jacksonville, United States Corps Team Full time
Our client, a diversified financial services company providing banking and investing services, is seeking a Service Desk Systems Analyst for a 12+ month contract role located in Jacksonville, FL. This role is hybrid with 4 days onsite per week.

 About the Role:
The Service Desk Systems Analyst will be responsible for managing and supporting the organization's IT service desk operations. This role involves overseeing the service desk team, ensuring timely resolution of technical issues, maintaining system efficiency, and providing high-quality technical support to users.

Key Responsibilities:
Service Desk Management:
  • Supervise the service desk team to ensure effective and efficient resolution of user issues.
  • Monitor service desk operations and performance metrics to identify areas for improvement.
  • Develop and implement service desk policies, procedures, and best practices.
Technical Support:
  • Provide advanced troubleshooting and technical support for hardware, software, and network issues. - Assist in the diagnosis and resolution of complex technical problems.
  • Escalate issues to appropriate internal or external resources as necessary.
System Administration:
  • Maintain and manage IT systems, including servers, workstations, and network devices.
  • Perform regular system maintenance, updates, and patches to ensure optimal performance and security.
  • Monitor system performance and address any issues proactively.
User Support:
  • Act as a point of contact for users experiencing technical difficulties.
  • Ensure all support requests are logged, tracked, and resolved in a timely manner.
  • Provide training and guidance to users on system use and best practices.
Documentation and Reporting:
  • Maintain detailed documentation of service desk operations, issues, and resolutions.
  • Generate regular reports on service desk performance, user satisfaction, and system health.
  • Develop and update technical documentation, user guides, and FAQs.
Collaboration and Communication:
  • Work closely with other IT team members to ensure seamless integration and support of IT services.
  • Communicate effectively with users, management, and stakeholders regarding technical issues and service improvements.
  • Participate in team meetings and contribute to the continuous improvement of IT services.
Project Management:
  • Lead and participate in a major system upgrade to a cloud solution.
  • Coordinate with vendors and third-party service providers for system maintenance and support.
  • Ensure project milestones and deadlines are met.
Requirements
  • 3+ years of experience
  • Fast Learner
  • Strong Communication Skills
  • Some programming or software/OS administration skills
Preferred Skills
  • Ivanti Service Desk
  • Ivanti Neurons
  • Exposure to business requirements gathering/translation to technical requirement
  • ITIL Foundation certification is preferred.
  • CompTIA A+, Network+, or similar certifications are a plus.
Pay Rate: $52.31 - $55.56/ hour