Job Title: IT Service Desk Analyst - Level 1
Pay Rate: $26 - $28 / Hr
Location: Raleigh, NC (onsite)
Contract 6+ Months
ZIP Code: 27609
Keywords: #ITJobs #RTPNCJobs #DesksideTechJobs #ITSupportjobs - Level 1
Job Description:
The IT Service Desk Analyst will be primarily based out of the clients Raleigh office, with operations throughout the U.S., and will report directly to the Manager, IT Service Desk. This position will have the overall responsibility for supporting the initial level of end user issue management / service request support, tracking, escalation, and resolution within the corporate service management environment.
DUTIES & RESPONSIBILITIES:
* Completes the assignments, projects, and tasks to meet objectives and/or goals defined for the IT Service Desk team.
* Completes the daily activities assigned to the IT Service Desk team.
* Provides initial support, tracking, and resolution for end user issues and service requests within the IT service request ticketing solution (incident, problem, change management).
* Escalates end user issues and service requests to next level of support or management as necessary.
* Maintains communication with end users and acts as a liaison to the various support or IT team(s) throughout the resolution process.
* Documents technical knowledge and recommendations for the IT Service Desk.
* Interfaces and/or supports the IT End User Computing team, IT Network Management team, IT Systems Management team, IT Telecommunications Management Team, and Security and Compliance teams as necessary.
* Documents, ensures, and adheres to standardized processes and procedures, IT Security policies, principles, and practices.
* Contributes to team efforts by accomplishing related results in a cooperative and supportive manner.
* Provides on-call 24 x 7 support on a rotating basis.
* Other duties as necessary.
QUALIFICATIONS & EDUCATION REQUIREMENTS:
* Associate of Science in Information Technology / Computer Science or equivalent combination of education, certification, and experience preferred.
* 2+ years" experience in Information Technology preferred.
* Experience with IT Service Management (ITSM) operational services preferred.
* Experience with Information Technology Infrastructure Library (ITIL) framework preferred.
* Experience supporting corporate IT infrastructure preferred.
* Experience providing corporate end user support preferred.
* Knowledge of basic computing operations / devices (laptops, desktops, tablets, mobile devices) preferred.
* Knowledge of endpoint response or antivirus solution management preferred.
* Knowledge of Microsoft M/O 365 administration (including email) preferred.
* Knowledge of mobile device management (iPhone, Android, etc.) preferred.
* Knowledge of remote workstation administration (RDP, GoTo, TeamViewer, etc.) preferred.
* Knowledge of Microsoft Windows 7 - 11 Client OS administration and Office Suite administration preferred.
* Knowledge of Microsoft Office suite of products (Word, Excel, Outlook, PowerPoint, Teams) preferred.
* Knowledge of Microsoft Windows Active Directory preferred.
* Ability to work autonomously.
* Critical thinking, judgement, and decision-making skills.
* Ability to communicate effectively through written and oral communication.
* Robust attention to detail, organization, and time management skills, as well as the ability to work in a fast-paced environment.
* Knowledge of principles and processes for providing customer services.
***Travel - This position may potentially require travel, up to 20% (in the United States)
PHYSICAL REQUIREMENTS
* Ability to lift to waist up to 50 pounds.
* Ability to remain in a stationary position 75% of the time.
* Ability to type on a keyboard.
* Ability to hear and talk.
* Ability to move about inside the office to access file cabinets, office machinery, etc.
* Ability to operate a computer and other office productivity machinery, such as a calculator, copy machine, and computer printer.
* Requires close vision for computer work and reviewing correspondence.
* Work is performed in a controlled office and manufacturing environment, noise levels within acceptable safety levels, paper dust, etc.
If you are interested in this role, please apply via the apply now link provided. Our overriding goal is to provide quality staffing solutions that help people, organizations, and communities succeed. Belcan is a leading provider of qualified personnel to many of the world's most respected enterprises. We offer excellent opportunities for contract, temporary, temp-to-hire, and direct assignments. We are the employer of choice for thousands worldwide. For more information, please visit our website at Belcan.com
Belcan is an equal opportunity employer. Your application and candidacy will not be considered based on race, color, sex, religion, creed, sexual orientation, gender identity, national origin, disability, genetic information, pregnancy, veteran status or any other characteristic protected by federal, state or local laws.
