Help Desk Analyst

About the Role

This role is for our client in the IT sector, where you will work as a Help Desk Analyst to provide technical support and assistance to end-users. You will be responsible for troubleshooting, resolving, and escalating technical issues, as well as providing excellent customer service. The ideal candidate will have strong communication and problem-solving skills, with the ability to work independently and as part of a team.

Key Responsibilities

• Provide technical support and assistance to end-users via phone, email, and in-person.
• Troubleshoot and resolve technical issues, escalating complex problems to senior technicians or vendors as needed.
• Document and track technical issues and resolutions in ServiceNow and other relevant systems.
• Collaborate with internal stakeholders to identify and implement process improvements.
• Develop and maintain knowledge of IT systems, software, and hardware to provide effective support.
• Participate in on-call rotations and provide after-hours support as needed.
• Stay up-to-date with industry trends and best practices in IT support.
• Develop and maintain relationships with end-users to ensure high levels of satisfaction and loyalty.
• Contribute to the development and implementation of IT policies and procedures.

Required Skills & Experience

• 2+ years of experience in IT Service Desk or Help Desk environment.
• Strong communication and problem-solving skills.
• Ability to work independently and as part of a team.
• Excellent customer service skills.
• Knowledge of IT systems, software, and hardware.
• Experience with ServiceNow and other IT service management tools.
• Ability to work in a fast-paced environment and prioritize tasks effectively.

Tools & Technologies

• ServiceNow.
• IT service management tools.
• Microsoft Office Suite.
• Google Workspace.

Work Schedule & Duration

• 100% on-site, face-to-face interviews only.
• Local candidates only (local to Ohio).
• Standard 8-hour shift between 7AM and 5PM.

Interview Process

The process typically includes an initial screening followed by a technical interview via phone or video conference.

Position Details

• Employment Type: Contract
• Duration: Approximately 12 months (with potential for extension)
• Work Authorization: Must be authorized to work in the United States