Service Desk Analyst

Ohio  ‐ Onsite
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Description

Our client in the Medina, Ohio area is looking for an experienced Helpdesk Analyst for a long term contract position.

Position Description:

Our client seeks a qualified IT Help Desk Support for their IT Help Desk..
Two or more years experience in an IT Help Desk capacity, including ticket systems.

  • Thorough knowledge of Windows 7, Citrix/Virtual Desktop, Active Directory, MS Outlook and MS Office.
  • Strong analytical and troubleshooting and diagnostic skills

Provides support for tier 1 incident resolution, change requests and how-to requests reported to the IT Employee Helpdesk

Responsibilities include initial assessment, triage research and resolution of tier 1 incidents and requests regarding the use of application software, hardware and/or infrastructure components.

Is responsible for collection support information through phone, instant message and email conversations with employees and/or agents, accessing support tools, and escalation to second tier support staff as requires.

Provides 1st level phone and electronic support for all hardware and software computer and communications systems questions and problems for employees.

Provides resolutions, recommends corrective action for recurring problems, and/or escalates issue to appropriate tier 2 support personnel.

Accurately documents calls in ticketing system to include bot not limited to correspondences with the customer, problem analysis troubleshooting performed and resolution and ensures proper closure of all issues.

If qualified and interested, please submit a resume and rate expectations to (see below) Please reference job code, T-WHD-MFN when responding.

Start date
ASAP
Duration
9months +
(extension possible)
From
Beacon Hill Staffing Group
Published at
19.08.2017
Project ID:
1401621
Contract type
Freelance
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