IT Service Desk Analyst

IT Service Desk Support Analyst

Employment Type: Contract (3-6 months to start, ability to be extended long)

Workplace Type: Onsite

Location: Pasadena, CA

Industry: Architecture & Construction

Compensation: $24 - $30 per hour

SUMMARY:

Under the general direction of the Service Desk Manager, this role performs analytical, technical and the first level of support to end users. The IT Service Desk Support Analyst (SDA) is responsible for providing exceptional customer service by managing workflows for IT and Business users that simplify their interaction with IT on software, hardware, and mobile application issues.

DUTIES & RESPONSIBILITIES:

• Point of contact for customers and must adhere to support procedures while respecting privacy regulations when handling sensitive data.


• Generate Service Desk tickets, solve, or escalate issues to appropriate support teams.


• Manage sustainable relationships and trust with internal and external customers through open and interactive communications.


• Provide accurate, valid, and complete information by using the right methods and tools.


• Handle customer complaints, provide appropriate solutions and alternatives, follow-ups to ensure resolution and ticket closeout.


• Build sustainable relationships and trust with customers (end users and field technicians) through open and interactive communications.


• Responsible for maintaining a high level of professionalism with customers and working to establish a positive rapport with every caller.


• Develop technical support documentation to support end users adopt new processes and maintain FAQs, and Knowledge Base documentation.


• Follow communication procedures, guidelines, and policies.


• Take the extra mile to engage customers.


• Subject matter expert on MDM and phone configuration, and AV equipment


• Responsible for maintaining a high level of professionalism with customers and working to establish a positive rapport with every caller.


• Keeps records of customer interactions and handles customer complaints, provides appropriate solutions and alternatives, and follows up to ensure resolution.


• Other tasks and duties as assigned by supervisor and/or ACCO management.

REQUIRED SKILLS & EXPERIENCE:

• HS Diploma or equivalent


• 1-3 years of experience working in a Service Desk or Help Dek role providing deskside and remote IT support to end-users in a professional setting


• Proficient in cloud-based software's and ticketing systems for IT


• Skilled at using MDM solutions in a Microsoft Environment (i.e., Intune)


• Understanding of Windows ecosystems and Microsoft solutions (i.e., Windows 10 OS, Active Directory, Entra ID, Office 365, and MS Endpoint Manager)


• Experience supporting and troubleshooting modern collaboration platforms such as Zoom, Teams, G-Suite


• Ability to use discretion and maintain confidentiality with sensitive data


• Excellent Customer Service skills, including a positive attitude and ability to instill confidence in your customers.


• Track record of proactively following up on tickets & service desk inquires, ability to effectively solve & provide resolutions to technical problems, and capable of taking end-to-end ownership of tickets & technical problems.


• Proven ability to learn new systems as required to effectively support customer needs.


• Ability to develop good rapport with technology staff to foster positive team development to ensure accurate and timely updates and resolution to customer issues.

DESIRED SKILLS & EXPERIENCE:

• BS or AS Degree in Information Technology/Systems, Computer Science, Engineering or related field


• Relevant technical certifications (i.e., CompTIA, Microsoft, ect)


• Knowledge of Endpoint Security tools as BitLocker, Malware and Cyber Threat cleanup tools


• Familiarity with LAN/WAN topology and networking protocols

All qualified applicants will receive consideration for employment without regard to race, color, national origin, age, ancestry, religion, sex, sexual orientation, gender identity, gender expression, marital status, disability, medical condition, genetic information, pregnancy, or military or veteran status. We consider all qualified applicants, including those with criminal histories, in a manner consistent with state and local laws, including the California Fair Chance Act, City of Los Angeles' Fair Chance Initiative for Hiring Ordinance, and Los Angeles County Fair Chance Ordinance. For unincorporated Los Angeles county, to the extent our customers require a background check for certain positions, the Company faces a significant risk to its business operations and business reputation unless a review of criminal history is conducted for those specific job positions.