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RESPONSIBILITIES:
Kforce has a client that is seeking a Senior Desktop Support Analyst in Tampa, FL.
Summary:
The Senior Desktop Support Analyst has a primary function to provide personalized service to Business Partners by identifying sources of customer technology-related problems and providing a resolution. You must possess a strong technical understanding of the various hardware, software and networking systems.
Primary Duties and Responsibilities:
* Determine the appropriate course of action within the incident management process (ITIL)
* Works under limited supervision on non-routine, moderately technical assignments
* Regularly use judgment in work assignments and decision making that affect operations
* Provide a solution to technology related problems, issues and questions, or escalate them to the appropriate support areas
* Utilize and update knowledgebase
* Follow-up on existing issues to ensure satisfactory and timely customer resolution (incident closure)
* Update and close ServiceOne tickets for work being performed
* Maintain technical/professional knowledge by reviewing publications, establishing personal networks, attending training
* Research and resolve technical and more difficult and complex problems that previous levels cannot resolve
* Assist team members with more difficult problems, referring problems to systems' groups or other technical support as required
* Train new team members with various functions, duties, manuals, and team members to minimize interruptions to the user
* Mentor desktop support analysts
REQUIREMENTS:
* High School diploma/GED or equivalent; Associate's or Bachelor's degree in a Computer-related field or Business Administration with concentration in Computer Science
* Bachelor's degree and 1 year of experience may be considered or an Associate degree and 3 years of experience may be considered
* ITIL certification or to be obtained 6 months of employment in this position, and Microsoft Certified Product Specialist (MCP), A+ certification, or related certifications, training, or equivalent experience
* 5 years of related IT experience
* Proficient in ten to fifteen applications/processes within IT
* Ability to mentor, train and effectively transfer knowledge to other desktop support analysts
* Tasks may require handling objects up to 25 pounds on a routine basis
* Required to work at various locations during storm restoration efforts
The pay range is the lowest to highest compensation we reasonably in good faith believe we would pay at posting for this role. We may ultimately pay more or less than this range. Employee pay is based on factors like relevant education, qualifications, certifications, experience, skills, seniority, location, performance, union contract and business needs. This range may be modified in the future.
We offer comprehensive benefits including medical/dental/vision insurance, HSA, FSA, 401(k), and life, disability & ADD insurance to eligible employees. Salaried personnel receive paid time off. Hourly employees are not eligible for paid time off unless required by law. Hourly employees on a Service Contract Act project are eligible for paid sick leave.
Note: Pay is not considered compensation until it is earned, vested and determinable. The amount and availability of any compensation remains in Kforce's sole discretion unless and until paid and may be modified in its discretion consistent with the law.
This job is not eligible for bonuses, incentives or commissions.
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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