Help Desk Analyst

One of our clients is seeking a Help Desk Analyst to help IT automate and implement new technology to assist with keeping the desktop environment current and running optimally., * Understanding of Desktop Support and Software Licensing Services.

• Ability to image machines and install complicated software.
• Uses creativity and innovation to automate and streamline processes and procedures.
• Understands customer support, likes to work with people and can ensure that the customer is satisfied.
• Ability to troubleshoot in a high-level systematic way. Ability to identify issues, research cause, and remediate.
• Experienced in building, setup and removal of desktop equipment (PCs, laptops, phones, peripherals, software, etc.)
• Troubleshoots basic network, software, printing and/or installation problems.
• Supports staff hardware moves for facility reorganization.
• Experience with ServiceNow and Knowledge Base preferable.
• Consultant must be available to work a standard 8-hour shift between the hours of 7AM and 5PM. (Expect regular changes to either the earlier or later shift).

• Consultant must be punctual and reliable: arriving at work on time is essential and required as this is a Customer Service Environment.
• Strong communication/leadership skills.
• Strong influence, collaboration and negotiation experience.
• Ability to collaborate with supporting resources across business and/or functional lines.
• Have excellent oral and written skills/possess strong meeting and work session facilitation skills.
• Act as the escalation point for high priority support issues.
• Ability to interpret end user license agreements.
• Have the ability to work independently and as part of a team, the ability to manage time and resources to meet assigned deadlines (Service Now Tickets).
• Have strong understanding of prioritization stemming from the elicitation of system and/or user requirements.
• Have excellent organizational skills, proven analytical, planning, problem solving, and decision-making skills.
• Must be knowledgeable in the English language/speak clearly and understandably use the English language.
• Ability to understand and follow processes established for the Service Desk., * IT Service Desk experience - 2 Years
• IT Troubleshooting experience - 2 Years
• Experience documenting procedures - 2 Years
• Experience with a Ticketing System is required - 2 Years