Service Desk Analyst

IT Service Desk Support

Schedule: Monday - Friday, 7:00 AM – 5:30 PM. Possible shifts include 7:00 AM to 4:00 PM, 7:30 AM – 4:30 PM, 8:00 AM – 5:00 PM, or 8:30 AM – 5:30 PM.

Duration: 6 months to start with potential for extension.

General Summary

The role serves as the customers' champion in addressing IT-related needs, providing professional and effective IT Service Desk support services to end users via telephone, email, or remote access on a variety of technical issues and problems.

Essential Duties and Responsibilities

• Provide level 1 customer and technical support, including how-to questions, to customers through inbound phone and email requests.
• Independently identify, troubleshoot, document, and replicate simple to complex customer problems and then resolve or escalate complex problems according to escalation procedures.
• Apply existing technical skills and begin to develop advanced skills using tools and equipment appropriate for the position.
• Retain ownership of all cases throughout the resolution process, which may require follow-up with customers and involvement with other IT groups.
• Report enhancement requests and defects received from customers regarding hardware, applications, or documentation and communicate to appropriate IT personnel.
• Participate in the knowledge creation and maintenance process.
• Carry out level 1 tasks such as password changes, user account creations, deletions, archiving, assisting users with the addition and removal of printers on a PC, and assisting users with commercial software and mission-critical system issues.
• Participate in the continuous improvement of Service Desk processes, communications, and relationships with both customers and the rest of IT.
• Act as executive (C-suite) IT support back-up and provide executive IT support when the primary Executive Support Analyst is out of the office or otherwise unavailable.
• Enter, track, and maintain incident tickets in the Service Now ticketing system.

Qualifications

• 1-5 years' experience troubleshooting in a help desk/service desk environment.

Nesco Resource offers a comprehensive benefits package for our associates, which includes a MEC (Minimum Essential Coverage) plan that encompasses Medical, Vision, Dental, 401K, and EAP (Employee Assistance Program) services.

Nesco Resource provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.