Help Desk Analyst III
Job Description
Job Description
We are offering a contract to hire employment opportunity for a Help Desk Analyst III in the manufacturing industry located in Livingston, California.
This role will play a critical role in our IT Service Center, acting as a lead for daily operations, coordinating between different teams and end customers, and ensuring escalated issues are resolved efficiently.
Responsibilities :
- Lead daily operations within the IT Service Center, focusing on prompt and efficient resolution of support tickets.
- Act as a point of escalation for complex issues, providing guidance and support to Service Center Analysts.
- Coordinate ongoing training for Service Center team members, including planning workshops and instructional sessions.
- Participate in projects aimed at meeting customer support needs, including the creation and maintenance of Service Level Agreements (SLAs).
- Develop and maintain Standard Operating Procedures related to installation, security, and training within the Service Center.
- Make recommendations on technological improvements to optimize Service Center operations.
- Use skills in Active Directory and MS Office 365 for troubleshooting and resolving issues.
- Facilitate effective communication between various levels of management, customers, and team members, in both written and verbal forms.
- Manage tasks in a dynamic and demanding environment with excellent organizational and prioritization skills.
- Maintain a strong customer service mindset and a keen desire to assist others.
- Apply analytical and problem-solving abilities to address and resolve issues.
- Applicant must possess a minimum of a Bachelor's degree in Computer Science, Information Technology, or a related field.
- Proven work experience as a Help Desk Analyst or in a similar role within a manufacturing environment is required.
- Proficiency in Active Directory and MS Office 365 is necessary.
- Excellent problem-solving skills and the ability to troubleshoot technical issues are essential.
- Strong communication skills, both verbal and written, are required to effectively articulate technical information to non-technical personnel.
- Attention to detail and the ability to multitask is crucial in this role.
- Applicant must have the capability to work well under pressure and handle emergencies efficiently.
- Knowledge of ITIL and service management is a plus.
- A strong understanding of computer systems, mobile devices, and other tech products is necessary.
- Ability to manage time and prioritize tasks effectively is required.
- Familiarity with remote desktop applications and help desk software is a plus.
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