IT Service Desk Analyst

Company: Randstad Technologies
Location: San Antonio
Posted on: January 16, 2022

Job Description:

Title: -IT -Service Desk Analyst Tier 1 and 2 Location: -Remote initially until covid slows down then will work hybrid of remote/in office off of Wiseman Blvd, - -78251 - - - *MUST BE LOCAL TO THE SAN ANTONIO AREA* Duration: -3+ years on going contract that renews annually Shift: -Must be able to train M-F 10 AM- 7 PM for 3 weeks then will transition -into one of the shifts of your choosing - - Dayshift M-F 6 am-3 pm M-F 7 am-4 pm M-F 8 am-5 pm M-F 10 am- 7 pm M-F 11 am-8 pm - Overnight Sun-Th -5pm-2am - Sun-Th -6pm -3am - Sun-Th -8pm-5am - Optional Sun-Weds -4x10 8pm-7am - Benefits: PTO, ability to purchase medical, dental, vision, enroll in 401/k Job Description --- Supports Tier 2 service request and incidents --- Provide 24/7 Service Desk support that includes: initial problem determination, clear and concise documentation, diagnostics and information capture, resolution (when possible), customer status updates, transfer of service requests to appropriate IT or other workgroups, internal and external service level management, and problem notification to the customer management --- Serves as the single point of contact to the customer's end users for information technology-related issues, problems and requests --- Coordinate, monitor and handle all Service Desk open incident tickets in order to ensure issues are closed within the required Service Levels, work directly with the Client's service partners for escalation and timely issue resolution --- Assist Service Desk Management with reporting, analysis, or testing tasks --- Contribute current technical information and best practices to the knowledge base utilizing KCS methodology --- Possess business acumen for all clients supported --- Perform IT Service Desk services as follows: - Unlocking user accounts - Resetting mail and other applicable system passwords - Monitoring the customer's network resources via customer provided tools - Coordinate service request for SecurID tokens used for Remote Access - Supporting Client owned cellular phones and Smart Phones - Creating and tracking Guest Net (wireless) access - Performing troubleshooting on: o Printers and Peripherals --- Escalate to appropriate IT support staff, if a problem cannot be resolved on first contact - --- Appropriate procedures will be followed for after-hours contact Job Requirements: - Preferred Skills and Certifications --- Familiarity with Information Technology Infrastructure Library ("ITIL v3") --- Customer Service training -top shelf soft skills --- Bachelor or Associate degree in a computer-related field of study or equivalent experience --- Incident Management system skills (Remedy/ServiceNow) --- Microsoft Certified Professional certification --- HDI Customer Support Specialist (CSS), Help Desk Analyst (HDA), Knowledge-Centered Support (KCS) or similar certifications Chat Support Experience with Bomgar Chat Solution a major plus VDI Support a MAJOR plus

Keywords: Randstad Technologies, San Antonio , IT Service Desk Analyst, Professions , San Antonio, Texas