Service Desk Analyst

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Job description

About Client:

The client is a technology managed services provider and product reseller.It provides Managed Workplace Services including IT solutions and hardware, integration and support services and has partnerships within the technology space such as HP, IBM, Cisco, Dell, Apple, Inc, Jamf Pro, AirWatch.

It delivers experience-enhancing solutions that power today's digital workplace, Connect people, technology, and the edge with a seamless experience and Delivering everything you need for real-time collaboration, connection, and support.

Rate Range: $20-$23/Hr

Job Description:

Roles and Responsibilities:

Provide first response, initial triage and troubleshooting for all support items received through all channels - phone, email, ticket system/web portal, walk up - for on premise & remotely connected staff across all Global locations in line with defined service metrics, SLA's and OLA's.

Provide 2nd level support, including deskside support and travel to regional locations as may be needed.

Ensure tickets are created for all client contacts.

Ensure incoming tickets are accurately captured as either incidents (break/fix) or service requests.

Ensure accuracy in assessed impact and urgency of an incident or support request to determine priority.

As needed, escalate or reassign tickets to appropriate resources with complete documentation of all actions and steps taken in any attempt to resolve.

Identify trends in incidents to support problem management. Record all outages within the ticketing system.

Provide basic "how-to" training to end users.

Seek approval to purchase, deploy or upgrade approved endpoint hardware and software, within the scope of Service Desk support items, with vendor coordination as may be needed.

Maintain accurate tracking and recovery of IT equipment.

Escalate items to vendors under existing support contracts; track/document/escalate vendor compliance to existing SLOs.

As assigned, author, edit, and QA knowledge base articles, technical procedures, policies and standard processes related to endpoint technologies.

Validate employee compliance to policy and procedures during all tasks, taking action, reporting, or escalating as necessary.

Participate, as scheduled, for support in on-call rotation, responding within the service level targets and troubleshooting incidents for any global location outside of business-hours, for example, during the evening, overnight and on weekends.

Closely adhere to defined Global IT Service Management processes- change management, incident management, knowledge management, problem management, request management and service level management processes.

Additional duties as assigned by the Manager, Service Desk.

Qualification:

Bachelor's degree or equivalent in Information Technology, Computer Science, Engineering or related field.

Minimum 1 year of experience in IT Level 1 support, 2-3 years' experience in IT Level 1/Level 2 support preferred.

Experience providing technical support in an enterprise environment, consisting of Windows PCs, thin clients/Citrix/IGELs, macOS, and iOS devices.

Experience supporting M365 applications, and email systems such as Exchange/Outlook.

Experience troubleshooting issues clients may be having when connecting to or using network services.

Excellent customer service skills with an ability to demonstrate empathy.

Experience supporting both onsite and remote users.

Experience providing Executive-level support.

Strong troubleshooting, investigative and problem-solving skills.

Ability to design and develop end-user & training documentation.

Enthusiastic and pleasant attitude.

Strong desire to learn.

Collaborative team player who can effectively participate in global departmental level meetings and positively influence outcomes.

Upholds best practice standards as well as departmental policies and procedures.

Excellent listening skills, verbal and written communication.

Additional Skills:

Solid Active Directory knowledge (managing user accounts throughout their lifecycle, familiarity with use of OUs, security groups, GPOs, etc.).

Experience imaging/deploying desktops, laptops & mobile devices.

Experience supporting mobile devices using Intune or other MDM solution.

Experience configuring and managing desk/soft phones using Avaya or other platforms.

ITIL Foundation certificate.

Apple Certified Support Professional / Apple Certified IT Professional certification

Non-benefitted (other than those mandated under state or federal law).Please note that this position does not include paid time off benefits. ApTask offers subsidized insurance coverage to our employees.

About ApTask:

ApTask is a leading global provider of workforce solutions and talent acquisition services, dedicated to shaping the future of work. As an African American-owned and Veteran-certified company, ApTask offers a comprehensive suite of services, including staffing and recruitment solutions, managed services, IT consulting, and project management. With a focus on excellence, collaboration, and innovation, ApTask provides unparalleled opportunities for professional growth and development. As a member of the ApTask team, you will have the chance to connect businesses with top-tier professionals, optimize workforce performance, and drive success across diverse industries. Join us at ApTask and be part of our mission to empower organizations to thrive while fostering a diverse and inclusive work environment.

Applicants may be required to attend interviews in person or by video conference. In addition, candidates may be required to present their current state or government issued ID during each interview.

Candidate Data Collection Disclaimer:

At ApTask, we prioritize safeguarding your privacy. As part of our recruitment process, certain Personally Identifiable Information (PII) may be requested by our clients for verification and application purposes. Rest assured, we strictly adhere to confidentiality standards and comply with all relevant data protection laws. Please note that we only collect the necessary information as specified by each client and do not request sensitive details during the initial stages of recruitment.

If you have any concerns or queries about your personal information, please feel free to contact our compliance team at .

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