Service Desk AnalystGravity IT Resources
Job Title : Service Desk Analyst
Type : Contract (6 months with high likelihood of extension)
Location : In office 1x per week (each Wednesday they go in to HQ Plantation, FL)
Hours : 40 hours / 6 days per week (Each shift 2 breaks and a lunch break)
- 11am-8pm shift during the week (Monday-Friday)
- 7-11am Friday
- 7-11am Saturday
- Sunday Off
Technical Skills
- Troubleshooting and Problem-Solving : Ability to diagnose and resolve technical issues related to hardware, software, and networking efficiently.
- Knowledge of IT Systems and Applications : Familiarity with operating systems (Windows, macOS, Linux), productivity software (Microsoft Office), and commonly used enterprise applications.
- Understanding of Networking Basics : Knowledge of IP addressing, DNS, VPNs, and network connectivity troubleshooting.
- Experience with IT Service Management (ITSM) Tools : (ServiceNow preferred) Proficiency in using ticketing systems like ServiceNow, for tracking and managing support requests.
- Familiarity with Active Directory : Ability to perform tasks such as password resets, user account management, and group policy application.
- Experience with Cloud Platforms : Basic knowledge of cloud services, particularly Microsoft Azure or Office 365, is increasingly valuable.
- Remote Support Skills : Ability to provide remote assistance using tools like Remote Desktop, TeamViewer, or similar.
- Understanding of ITIL Framework : Familiarity with ITIL (Information Technology Infrastructure Library) processes, particularly incident, problem, and change management.
Interpersonal and Communication Skills
- Effective Communication : Ability to clearly and concisely communicate technical issues to non-technical users, both verbally and in writing.
- Customer Service Orientation : Strong focus on providing a positive customer experience, demonstrating empathy, and maintaining patience under pressure.
- Team Collaboration : Ability to work well within a team, sharing knowledge and supporting colleagues.
- Active Listening : Skill in listening to users’ concerns and accurately identifying the root of their issues.
Organizational and Time Management Skills
- Prioritization : Ability to manage multiple tasks and prioritize based on urgency and impact.
- Documentation : Consistent and accurate documentation of issues, resolutions, and processes to ensure knowledge is captured and shared.
- Attention to Detail : Precision in following procedures, ensuring that no steps are missed in troubleshooting and issue resolution.
Problem-Solving and Analytical Skills
- Analytical Thinking : Ability to break down complex problems into manageable parts and find logical solutions.
- Adaptability : Flexibility to adjust to new challenges, technologies, and changing priorities in a dynamic environment.
- Continuous Learning : Willingness to learn and stay updated on the latest technology trends and best practices in IT support.
Professionalism and Reliability
- Dependability : Consistent reliability in attendance, performance, and following through on commitments.
- Confidentiality : Understanding the importance of protecting sensitive information and adhering to privacy policies.
- Initiative : Proactively identifying potential issues before they escalate and suggesting improvements to processes.
Preferred in a nutshell :
- ServiceNow
- Entra ID
- Microsoft Intune
- Active Directory
- Worked at a fast-paced environment
- Used to getting (Calls, Emails and ServiceNow) tickets
- Cert or Degree a plus but not required
- Previous Service Desk or above position experience
IT Help Desk Lead - Security Clearance Required
Accenture Federal Services is seeking an experienced Help Desk Team Lead or a Focal Point Team Lead with technical expertise, customer engagement skills, and a commitment to a vital national security mission. Our 13,000+ people are united in a shared purpose to pursue the limitless potential of tech...
IT Service Desk Technician
CitizenAbility to obtain and maintain a public trust security clearanceOverall understanding of Help Desk operations and technical phasesWindows technical skills. A company is looking for an IT Service Desk Technician. Key Responsibilities:Provide prompt and professional responses to usersServe as t...
IT Service Desk Team Lead, Full-time
Work closely with IT management to align Service Desk activities with departmental and organizational goals. The Service Desk Team Lead is tasked with guiding and overseeing day-to-day tasks for the Service Desk Tier II team in assigned region. This role involves partnering with the Service Desk Man...
IT Service Desk Lead Agent
Key Responsibilities:Act as Subject Matter Expert for assigned Service Desk clientsCoach team of agents through customer requests while providing expert level customer serviceMonitor team delivery, field agent process questions, and document new processes to ensure quality client deliveryRequired Qu...
IT Service Desk Technician
With a legacy and passion to deliver mission-critical durability, our ambulances are born to perform under the most demanding conditions—and built to be as unbreakable as the spirit of those we serve. Additional duties, activities, responsibilities, and requirements may be assigned, with or without ...
Bilingual IT Help Desk Customer Service Representative
Create tickets and document all activities in ticket system (ServiceNow) in line with our quality standards. Innova Solutions offers benefits( based on eligibility) that include the following: Medical & pharmacy coverage, Dental/vision insurance, 401(k), Health saving account (HSA) and Flexible spen...
Senior IT Help Desk Specialist / Client Service Engineer
Ability to adapt to various personality types and adjust communication accordingly to ensure clarity and positive outcomes. This position exists to ensure that as RTS dynamically pursues business growth and success at the rapid pace that the IT industry (and our clients) demands, we are doing so in ...
Business Customer Experience AnalystGravity IT Resources
Employment Eligibility: Gravity cannot transfer nor sponsor a work visa for this position. Collaborate with relevant teams to address issues and capitalize on opportunities. Cross-functional Collaboration: Collaborate with cross-functional teams, such as marketing, product development, and customer ...
Epic ClinDoc AnalystGravity IT Resources
Service Management – Actively monitors assigned tickets, documents activities thoroughly, and resolves issues within the established service levels in a consistent manner Workflow Analysis – Under direction of senior team members, performs workflow analysis and design with input and guidance from ke...
Process AnalystGravity IT Resources
This role requires significant interaction with employees to understand their daily tasks, facilitate meetings, and work closely with IT resources to gather necessary information. Experience with Shared Service and IT Teams: Understanding of current state IT processes, infrastructure, and enterprise...