Service Desk Analyst
ATX Learning, Long Beach, CA, United States
POSITION
Service Desk Analyst
Position Type:
Temporary Schedule : M-F, 8:00 am - 4:30 pm (Onsite/Must reside in Southern California) Assignment Length:
Approximately 2-Months, possibly longer.
DESCRIPTION The Service Desk Analyst provides first-tier technical support to end-users across the enterprise, serving as the primary point of contact for IT-related issues. This role is responsible for resolving Tier 1 incidents and escalating more complex issues to appropriate Tier 2 and Tier 3 support teams.
The analyst supports a wide range of technologies including devices, software, network connectivity, and telecommunications systems, while ensuring accurate documentation, effective communication, and timely resolution in alignment with Service Level Agreements (SLAs).
ESSENTIAL DUTIES & RESPONSIBILITIES Provide technical support for desktops, laptops, servers, network connectivity, business applications, and VoIP systems Troubleshoot and resolve Tier 1 incidents, escalating more complex issues as needed Assess reported issues, break them down, and determine appropriate resolution or escalation path Accurately document incidents, service requests, and tasks in the Service Desk system Follow established Service Desk procedures and workflows Maintain and utilize knowledge base documentation for consistent issue resolution Communicate effectively with end-users, adjusting support based on their technical proficiency Collaborate with internal teams and external resources to resolve technical issues Monitor and support incident management processes, including tracking, updates, and resolution Provide excellent customer service, ensuring a positive end-user experience Meet established SLAs and performance metrics REQUIREMENTS
Minimum 3 years of experience supporting PC hardware, Windows operating systems, and standard desktop applications Demonstrated experience in Service Desk or IT support environments Technical Skills
Basic knowledge of devices, software applications, network connectivity, and telecommunications/VoIP systems Ability to troubleshoot, triage, and resolve technical issues Experience documenting and tracking issues in a ticketing system EDUCATION
Associate's degree OR Associate's degree plus 5 years of relevant experience
INDH
Position Type:
Temporary Schedule : M-F, 8:00 am - 4:30 pm (Onsite/Must reside in Southern California) Assignment Length:
Approximately 2-Months, possibly longer.
DESCRIPTION The Service Desk Analyst provides first-tier technical support to end-users across the enterprise, serving as the primary point of contact for IT-related issues. This role is responsible for resolving Tier 1 incidents and escalating more complex issues to appropriate Tier 2 and Tier 3 support teams.
The analyst supports a wide range of technologies including devices, software, network connectivity, and telecommunications systems, while ensuring accurate documentation, effective communication, and timely resolution in alignment with Service Level Agreements (SLAs).
ESSENTIAL DUTIES & RESPONSIBILITIES Provide technical support for desktops, laptops, servers, network connectivity, business applications, and VoIP systems Troubleshoot and resolve Tier 1 incidents, escalating more complex issues as needed Assess reported issues, break them down, and determine appropriate resolution or escalation path Accurately document incidents, service requests, and tasks in the Service Desk system Follow established Service Desk procedures and workflows Maintain and utilize knowledge base documentation for consistent issue resolution Communicate effectively with end-users, adjusting support based on their technical proficiency Collaborate with internal teams and external resources to resolve technical issues Monitor and support incident management processes, including tracking, updates, and resolution Provide excellent customer service, ensuring a positive end-user experience Meet established SLAs and performance metrics REQUIREMENTS
Minimum 3 years of experience supporting PC hardware, Windows operating systems, and standard desktop applications Demonstrated experience in Service Desk or IT support environments Technical Skills
Basic knowledge of devices, software applications, network connectivity, and telecommunications/VoIP systems Ability to troubleshoot, triage, and resolve technical issues Experience documenting and tracking issues in a ticketing system EDUCATION
Associate's degree OR Associate's degree plus 5 years of relevant experience
INDH