Job Description: Service Desk Analyst

Location: Atlanta, GA(On-Site, Only Locals)

Duration: 3 Months

Rate: $20/hr on 1099.

Scope of Work/Key Responsibilities:

· Monitor telephone system and take calls from APS users

· Log all reported incidents, Fulfillment Requests (Service Requests) and attempt to resolve issues at 1st contact in accordance with established SLA’s

· Escalate incidents to level 2 or level 3 support according to established processes and procedures

· Track and follow-up on incidents escalated to technical teams to ensure issues are resolved promptly and closed

· Remotely connect to user computers and assist with resolving issues as necessary.

· Perform proactive support activities including but not limited to:

· Ensuring that antivirus software installed on all machines and scans are completed routinely.

· Update user and asset information in database (as necessary)

· Provide support for APS IT projects (as needed)

· Follow established processes and procedures.

· Report to IT any suggestions that will improve process or make support easier or more efficient

· Maintain exceptional customer service posture at ALL TIMES

· Document work performed (and steps to resolve issues) at all times within ticketing system for audit or knowledgebase purposes

· Record and submit checklists or other documentation as required

Skills and Qualifications:

3 years' work experience (minimum) … 5 years preferred:

· HDICSR certification (or similar)preferred

· Strong customer service skills

· Prior experience with service desk support is a MUST

· Prior experience working as a desk side support analyst is a plus

· A Certification is a plus

· Proficient in understanding of network, wireless support

· Knowledge of best practice security standards and techniques is a plus

· Microsoft Windows certification is a plus

· ITIL experience/certification is a plus

· Must have clean criminal record with the ability to pass finger-print background check

· Must be authorized to work in the Unites States

Education/Training:

· Minimum of Associate degree preferred

· 3 years’ experience in Service Desk support. Equivalent combination of education and experience will be considered.

Spanish or French language candidates are encouraged to apply

Job Type: Temporary

Pay: $18.00 - $20.00 per hour

Expected hours: 37.5 per week

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday

Work Location: On the road