Associate Service Desk Analyst
Kforce Inc.

RESPONSIBILITIES:

A Kforce client is seeking to hire an Associate Service Desk Analyst in Mesa, Arizona (AZ).Summary:The Associate Service Desk Analyst is responsible for first response in answering, commenting, replying to service and incident requests that are made to the Service Desk via phone calls and emails. This position will involve multi-tasking, and various Service Desk duties with a strong focus on efficiently handling Incidents and Service Requests. An Associate Service Desk Analyst will work under the guidance of senior Service Desk Analysts and the Service Desk Manager to learn our business model and suite of services we provide.Responsibilities include:

• Provide 1st level technical assistance and support for incoming queries and issues related to computer systems, printers, software, hardware through emails, phone calls, and/or ticketing system
• Associate Service Desk Analyst will utilize and leverage resources and personnel to accomplish goals and tasks in a timely fashion
• Answer all calls from end users and manage the shared mailbox
• Interact with employees as the first level of assistance for in office walk ups
• Associate Service Desk Analyst will hold meetings with stakeholders during major incidents as requested
• Associate Service Desk Analyst will learn and maintain processes in accordance with our SOX compliance program
• Follow documentation to fulfill request and identify gaps to improve our processes

REQUIREMENTS:

• A+ Certification
• 2+ years of Service Desk related experience
• 2+ years of experience supporting hardware, software, laptops, and desktops
• 2+ years of proven customer service experience in person and via phone
• Provide 1st level triage of all support tickets, emails, and phone calls
• Demonstrates the ability to run a technical meeting and provide the company updates during outages and business critical events
• Familiar with configuration, set-up, testing and troubleshooting a variety of hardware including desktops, laptops, printers, sound and video-cards, peripherals, and handheld devices
• Familiar with installing, testing, and troubleshooting an array of software applications including multi-platform operating systems, third-party, and proprietary applications
• Familiar with basic troubleshooting support of LAN, WAN, Wireless, Cellular, and/or Broadband
• Ability to handle multiple tasks concurrently and to completion
• Collaborate with team members and others outside of IT to resolve complex issues
• Maintain a high level of professionalism and be accountable for actions
• Ability to identify and organize tickets along with emails according to priority and forward tickets to the proper tier of technicians in the correct resolving group
• Provide afterhours support in a scheduled team rotation as needed
• Excellent customer service skill in a technology capacity by phone, email, and in person
• Familiar with PowerShell and running scripts to perform daily task
• Effectively communicate expectations, timelines, and resolution to end users
• Familiar with Remote Desktop products used to troubleshoot
• Incident management experience

Kforce is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.

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