Service Desk Analyst 1
Aleron, San Antonio, TX, United States
Job Title: Service Desk Analyst
Location: San Antonio, TX
Employment Type: Temp (24 months)
Industry: Energy and Gas
Compensation: $20.85/hr
Schedule: 40 hours/week
Overview
A service desk analyst is an information technology (IT) professional who helps users resolve issues with computer hardware or software.
They respond to user inquiries, assess problems and issues with IT equipment and applications, and help resolve these issues for users.
They also work closely with other IT department personnel to provide assistance on tasks that are outside the scope of their knowledge or expertise.
EIT Service Desk provides remote first and second level continuous IT support for all of the client in a 24x7x365 multi-channel environment.
Service Desk Employees are considered essential personnel and must respond to their job responsibilities regardless of weather, disaster, etc.
Responsibilities
Main duties of a service desk analyst are to handle incoming queries and requests from end users, either via email or over the phone.
They take detailed notes of the problem the user is experiencing, determine steps they can take to resolve the issue, and manage the flow of incoming support requests.
This involves asking questions to determine the full scope of the user's issue.
Service desk analysts escape user support requests to higher-level support teams and experts if they are unable to resolve the issue on their own.
They provide supervisors or specialists with notes regarding the problem, steps they have already taken to resolve the issue, and their diagnosis of the user's problem.
For particularly complex cases, the service desk analyst may receive the user's hardware so that IT specialists can conduct analyses and determine how to fix the problem.
Throughout the user support process, service desk analysts maintain detailed records of user issues with software and hardware.
These notes can help diagnose and repair complex issues and provide IT departments with data regarding recurring issues and problems reported by multiple users.
By maintaining detailed records, the service desk analyst can also look at a user's history of software or hardware issues and make recommendations to prevent future problems.
Provides 'single point' of contact for all IT related needs.
Processes service requests via e-mail, on-line forms, telephone, chat, employee self-service, and walk-ins.
Documents, triage, and records of all incidents or service requests.
Monitor Network systems.
Document processes and procedures for the internal knowledge base and external knowledge base.
Keeping customers advised of the steps being taken to resolve their incident or service request.
Provide service excellence to customers while following the guidelines of the organization.
Assist in enforcement of corporate standard for use of PC, software, and IT applications.
Serves as link between multiple support areas to coordinate problem and/or incident resolution.
Qualifications
High School Diploma or GED.
1+ years of experience in Information Technology, Business, Engineering, Network Operations, or related area.
1+ years of experience in Customer Service-related area.
Desired Skills and Certifications
Technical ability to diagnose and resolve common hardware/software issues.
Familiarity with operating protocols for desktops, laptops, and mobile devices.
Ability to solve common applications issues and install software.
Ability to learn new technologies and assist with training end-users.
Advocate for the customer to ensure a satisfactory resolution to their request or issue.
Ability to obtain other standard IT certifications, i.e., A+, Network+.
Technical skills, Customer Service, Communication skills, Problem-solving skills, Time management, Team collaboration.
Additional Requirements
Upon offer of employment, the individual will be subject to a background check.
Contractor must have reliable transportation as they may need to work from various client locations.
Contractor may be needed to utilize their personal/company devices/services as needed for remote access.
Must be extremely flexible with their working hours and assigned duties.
Ability to work unscheduled time, shift work, and weekends, sometimes in a pressure situation.
Work Environment Industry office standard, however, at times high stress.
Must have the ability to remain at desk to process service requests for long periods of time with/without a break.
Ability to travel for training sessions and other business-related events.
Use of personal computing equipment, telephone, multi-functioning printer and any new technology offered.
After-hours work is needed without much notice.
Valid Class C Texas Driver's License.
Needs manual dexterity, sitting, standing, walking, stooping, kneeling, crouching and crawling.
Must be able to exert or lift up to 20 pounds.
Equal Opportunity Employer Statement Aleron companies (Acara Solutions, Aleron Shared Resources, Broadleaf Results, Lume Strategies, TalentRise, Viaduct) are an Equal Opportunity Employer. Race/Color/Gender/Religion/National Origin/Disability/Veteran.
Legal Notice Applicants for this position must be legally authorized to work in the United States. This position does not meet the employment requirements for individuals with F-1 OPT STEM work authorization status.
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Location: San Antonio, TX
Employment Type: Temp (24 months)
Industry: Energy and Gas
Compensation: $20.85/hr
Schedule: 40 hours/week
Overview
A service desk analyst is an information technology (IT) professional who helps users resolve issues with computer hardware or software.
They respond to user inquiries, assess problems and issues with IT equipment and applications, and help resolve these issues for users.
They also work closely with other IT department personnel to provide assistance on tasks that are outside the scope of their knowledge or expertise.
EIT Service Desk provides remote first and second level continuous IT support for all of the client in a 24x7x365 multi-channel environment.
Service Desk Employees are considered essential personnel and must respond to their job responsibilities regardless of weather, disaster, etc.
Responsibilities
Main duties of a service desk analyst are to handle incoming queries and requests from end users, either via email or over the phone.
They take detailed notes of the problem the user is experiencing, determine steps they can take to resolve the issue, and manage the flow of incoming support requests.
This involves asking questions to determine the full scope of the user's issue.
Service desk analysts escape user support requests to higher-level support teams and experts if they are unable to resolve the issue on their own.
They provide supervisors or specialists with notes regarding the problem, steps they have already taken to resolve the issue, and their diagnosis of the user's problem.
For particularly complex cases, the service desk analyst may receive the user's hardware so that IT specialists can conduct analyses and determine how to fix the problem.
Throughout the user support process, service desk analysts maintain detailed records of user issues with software and hardware.
These notes can help diagnose and repair complex issues and provide IT departments with data regarding recurring issues and problems reported by multiple users.
By maintaining detailed records, the service desk analyst can also look at a user's history of software or hardware issues and make recommendations to prevent future problems.
Provides 'single point' of contact for all IT related needs.
Processes service requests via e-mail, on-line forms, telephone, chat, employee self-service, and walk-ins.
Documents, triage, and records of all incidents or service requests.
Monitor Network systems.
Document processes and procedures for the internal knowledge base and external knowledge base.
Keeping customers advised of the steps being taken to resolve their incident or service request.
Provide service excellence to customers while following the guidelines of the organization.
Assist in enforcement of corporate standard for use of PC, software, and IT applications.
Serves as link between multiple support areas to coordinate problem and/or incident resolution.
Qualifications
High School Diploma or GED.
1+ years of experience in Information Technology, Business, Engineering, Network Operations, or related area.
1+ years of experience in Customer Service-related area.
Desired Skills and Certifications
Technical ability to diagnose and resolve common hardware/software issues.
Familiarity with operating protocols for desktops, laptops, and mobile devices.
Ability to solve common applications issues and install software.
Ability to learn new technologies and assist with training end-users.
Advocate for the customer to ensure a satisfactory resolution to their request or issue.
Ability to obtain other standard IT certifications, i.e., A+, Network+.
Technical skills, Customer Service, Communication skills, Problem-solving skills, Time management, Team collaboration.
Additional Requirements
Upon offer of employment, the individual will be subject to a background check.
Contractor must have reliable transportation as they may need to work from various client locations.
Contractor may be needed to utilize their personal/company devices/services as needed for remote access.
Must be extremely flexible with their working hours and assigned duties.
Ability to work unscheduled time, shift work, and weekends, sometimes in a pressure situation.
Work Environment Industry office standard, however, at times high stress.
Must have the ability to remain at desk to process service requests for long periods of time with/without a break.
Ability to travel for training sessions and other business-related events.
Use of personal computing equipment, telephone, multi-functioning printer and any new technology offered.
After-hours work is needed without much notice.
Valid Class C Texas Driver's License.
Needs manual dexterity, sitting, standing, walking, stooping, kneeling, crouching and crawling.
Must be able to exert or lift up to 20 pounds.
Equal Opportunity Employer Statement Aleron companies (Acara Solutions, Aleron Shared Resources, Broadleaf Results, Lume Strategies, TalentRise, Viaduct) are an Equal Opportunity Employer. Race/Color/Gender/Religion/National Origin/Disability/Veteran.
Legal Notice Applicants for this position must be legally authorized to work in the United States. This position does not meet the employment requirements for individuals with F-1 OPT STEM work authorization status.
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