1 Service Desk Analyst Job in Inglewood, CA
Randstad Digital Americas is Hiring a Service Desk Analyst Near Inglewood, CA
Searching for a junior-to-mid level Service Desk Analyst with 2-5 years working for a medium-to-large enterprise to work an overnight shift.
Required Skills -
PC and Mac OS, hardware, mobile devices, O365 and application experience in a mid-to-large enterprise
Job Duties -
Working in a hybrid IT Call Center / Deskside Support team provisioning technologies to new and existing staff, troubleshooting and resolving end user issues, fulfilling IT requests and de-provisioning access and equipment for separated staff.
Job Requirements -
• Provide service desk and desk side support (Level 1 and level 2) to all internal users
• Position is for a 3rd shift; typically 9:30pm – 6:30am. Must be flexible; work over-night, weekend and/or holiday shifts are possible. Work days to be determined.
• Single point of customer resolution for all desktop technology devices including desktops, laptops, tablets, mobile devices, printing, wireless networking, audio/visual equipment, etc.
• Maintain and provision desktops, laptops, tablets, mobile devices, printers, projectors, audio/visual equipment and other office equipment as required.
• Use service-now (ITSM) to manage incidents and requests through the complete resolution or fulfillment life cycle
• Also use service-now to manage assets
• Document, track, and troubleshoot incidents to agreed service standards and service levels
• Perform trouble call resolution, diagnosis of complex problems, advanced problem resolution, customer support follow-up, and professional interaction with other IT employees, co-workers, and outside vendors.
• Develop and maintain system documentation, administrative and end-user guides
• Provision and administer user accounts, distribution groups, and security groups in Active Directory
• Work alternative 3rd shift days and/or hours when needed in order to support 24x7 production environment.
• Escalate to operations, solutions, infrastructure engineering or appropriate resolver team when assistance as needed
• Provide AV support - support conference rooms, town halls (multi location large audience simultaneous conferencing), video conferencing
• Process equipment and software requests and record asset information
• Hardware/ software lifecycle management
• Provide VIP and executive support
• Perform request fulfillment of moves & staff equipment changes
• Assist with regression testing of supported software through OS Patches and Upgrades
• Push and install workstation and third party patches
• Provide Windows OS, MAC OS, Mobile OS support
Education: BS/BA degree preferred
• Preferred Certifications: CompTIA A certified, HDI certified
• 3 years experience in an IT related support position with in-depth knowledge of PC and MAC platforms and the diagnosis and resolution of software, hardware and networking issues
• Working knowledge and experience with most of the following:
• Microsoft Deployment Toolkit (MDT)
• MAC OS
• SCCM
• Jamf
• Proficient with Microsoft Windows OS, Office Suites, Exchange/Outlook, Active Directory
• Familiarity with PC support tools and software distribution tools
• Ability to work independently in a deadline driven environment
• Self-starter, strong organizational skills and ability to prioritize workload
• Strong oral and written communications skills
• Ability to lift and install PCs, printers, etc. (up to 50 pounds)
• Ability to maintain flexible work schedule to provide IT support for weekends
• Experience using IT Service Management and knowledge base systems (e.g., service-now)
• Experience supporting AV equipment is highly desirable
• Experience providing asset management support
• Experience using remote diagnostic tools for problem identification and resolution
Hardware Supported:
• Lenovo Laptops and Desktops
• Macbooks
• Surface PCs and Tablets
• Mobile Devices & Tablets: Iphone, Android, Ipads
• Cisco IP phones
• Video Conference Devices including: Cisco, Crestron
Software Supported:
• Active Directory
• Associated Press AP ENPS
• Bit Locker Encryption
• Browsers IE Fire, Fox, Safari, Chrome
• Cisco Call Manager
• McAfee Antivirus ePO
• Microsoft Exchange
• Microsoft Office
• Microsoft Teams
• FileMaker Pro
• service-now IT Service Management and Asset Management
• Cisco Jabber
• Mac OS
• PC Imaging
• Understanding of networking (routers, TCP/IP addressing, etc.)
• Windows (10 and 11)
Service Desk Tools include:
• InTune MDM
• service-now IT Service Management, Asset Management
• Cisco Finesse, Cisco Call Manager and Akkadian Provision Manager
• Microsoft MDT for imaging
• Bomgar
Job Summary
Full Time
$85k-107k (estimate)
06/26/2024
07/24/2024
The job skills required for Service Desk Analyst include IT Support, Service Desk, Active Directory, Networking, Microsoft Office, Written Communication, etc. Having related job skills and expertise will give you an advantage when applying to be a Service Desk Analyst. That makes you unique and can impact how much salary you can get paid. Below are job openings related to skills required by Service Desk Analyst. Select any job title you are interested in and start to search job requirements.
The following is the career advancement route for Service Desk Analyst positions, which can be used as a reference in future career path planning. As a Service Desk Analyst, it can be promoted into senior positions as a Help Desk Support Specialist III that are expected to handle more key tasks, people in this role will get a higher salary paid than an ordinary Service Desk Analyst. You can explore the career advancement for a Service Desk Analyst below and select your interested title to get hiring information.
If you are interested in becoming a Service Desk Analyst, you need to understand the job requirements and the detailed related responsibilities. Of course, a good educational background and an applicable major will also help in job hunting. Below are some tips on how to become a Service Desk Analyst for your reference.
Step 1: Understand the job description and responsibilities of an Accountant.
Quotes from people on Service Desk Analyst job description and responsibilities
Service desk analysts must perform multiple functions effectively and simultaneously.
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Step 2: Knowing the best tips for becoming an Accountant can help you explore the needs of the position and prepare for the job-related knowledge well ahead of time.
Career tips from people on Service Desk Analyst jobs
Service desk analysts often use Microsoft Office applications such as Word and Excel, but they can also benefit from specific service desk software like Zen desk, HEAT, Fresh Service or Track IT.
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Customer service skills are the backbone of a successful business.
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Step 3: View the best colleges and universities for Service Desk Analyst.
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