Job Description

Job Title: Deskside Support - Service Desk Analyst
Location: Hybrid in Baltimore – Must be on site for 2 weeks training. Onsite 2-3 days per week after that.
Start Date:  ASAP Duration: Now – December 31, 2024

Hours/Week: 40 hours 

Rate: $26-$31/hour

Contract Type: W2 Only (No 1099’s or Corp to Corp)

Scope of Services:

The Service Desk Analyst plays a crucial role in providing frontline IT support to end-users, ensuring smooth operation of computer hardware and software systems. They handle incoming help requests, diagnose technical issues, and collaborate with IT teams to resolve user problems efficiently.

 
Role, Responsibilities, and Deliverables:

• Field Incoming Help Requests: Promptly respond to user inquiries and help requests via email, phone, or ticketing system. Gather comprehensive information about the issue, assess its severity, and prioritize support tasks accordingly.
• Resolve IT Support Requests: Utilize technical expertise to troubleshoot and resolve user issues promptly. Offer step-by-step guidance to users for self-resolution whenever feasible. Effectively document troubleshooting steps and solutions for future reference.
• Escalate Advanced Cases: Identify and escalate complex technical issues to higher-level IT specialists or supervisors when unable to resolve independently. Provide detailed notes and diagnostic information to facilitate efficient problem resolution.
• Collaboration and Communication: Collaborate effectively with IT team members and other stakeholders to ensure timely resolution of user issues. Communicate technical information clearly and concisely to users, empowering them to resolve issues independently when possible.
• Documentation and Reporting: Maintain accurate records of user inquiries, troubleshooting steps, and issue resolution activities. Prepare regular reports on support ticket trends, user satisfaction levels, and team performance metrics.

Experience:

• Minimum of 1-3 years of experience in a similar role, preferably in an IT support or helpdesk environment.
• Proficiency in working with Windows desktops/laptops and mobile technologies.
• Familiarity with Windows 10 Workstation Operating Systems.
• Strong problem analysis, troubleshooting, and communication skills.
• Experience with ServiceNow or similar ticketing systems is advantageous.
• Previous experience in IT support, excellent technical skills, problem-solving abilities, and effective communication are essential for success in this role.

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