Service Desk Analyst Jobs

Title : Service Desk Analyst.

Job Type : Hybrid / Contract.

Location :New Haven, CT.

Salary : $23 - $33 /hr.

**This is a temporary contract position - this will not be temp to hire

Hybrid schedule - must be able to come onsite

Overview

Provides Tier 1 support for customers requesting assistance with office technology services (e.g., computers, mobile devices and printers). Assists users with troubleshooting and remediation technology related service requests. Provides support to internal users and field force.

Core Responsibilities

Answers support requests and provides telephone assistance to customers; provides technical advice, guidance and informal training to customers using hardware and software programs. Troubleshoots and restores routine technical service and equipment problems by analyzing, identifying and diagnosing faults and symptoms using established processes and procedures. Escalates and coordinates services requests with staff assigned to service request.

Recommends procedures and controls for problem prevention.

Works on special projects of varying levels of complexity (e.g., converting all computers to new version of Windows), as assigned.

Essential Competencies

Professionalism/Personal Accountability, Collaboration and Teamwork, Communication, Flexible and Adapts to Change, Service to Customers and Clients

SkillQualifications

Required:

Problem solving and troubleshooting skills

Strong oral and written communication skills

Strong interpersonal skills

Strong listening skills

Sound judgment in decision making

Math skills

Ownership and accountability for daily operational end user compute support

Must be able to work relatively independently without constant managerial supervision

Must have strong organizational, time management and relationship building skills

This role requires daily interaction with our user community

Preferred:

Ability to speak Spanish or French desirable

Systems/Technical Knowledge:

Demonstrated working knowledge of basic to moderately complex hardware and software products

Service Management systems

Remote support tools (i.e., Bomgar)

Cloud applications (i.e., connected backup)

Active Directory

Microsoft and Macintosh operating systems

Microsoft Word, Excel and PowerPoint

Education and Experience Qualifications

Required:

2-5 years of IT experience including leading/supervising technology service and support teams or equivalent combination of training and experience

ITIL Foundation certificate required

A+, Network+, MSDT or equivalent professional certification

Preferred:

Associates in Computer Science preferred or BS in Business Administration/Info Tech focus

PhysicalDemands

Must be able to remain in a stationary position for a majority of the workday.