Service Desk – IT Systems Analyst II

Equal Plus Consulting has been engaged to search for a Service Desk – IT Systems Analyst II to work in Lawrenceville, GA. Position Service Desk – IT Systems Analyst II Start Date ASAP End Date 06302021 Position Description This position’s primary purpose is to work as a team member on the IT Service Desk, which serves as the primary point of contact for 6,000 end-users technical Incidents and Service Request needs. This position will report to the IT Service Desk Supervisor, is built on ITIL principles, and is results-driven. Performance measured via KIP’s related to answering support calls, responding to emails, categorizing, and resolving tickets within defined SLA’s. Monitoring and reporting of IT service availability and VIP support are required. Quality, consistency, professionalism, and timely customer service are the number one priority of this position. Personal Attributes middot Exceptional customer service middot Fast aptitude for learning middot Exceptional interpersonal skills middot Analytical mind middot Attention to detail middot Strong consistency and time management middot Ability to work well under pressure Required Experience middot Strong experience in supporting both Windows 10 desktops, laptops, virtual machines, Apple products such as MacBook, iPhone, and iPad middot Experience working on an IT Service Desk or Help Desk supporting more than 3,000+ users middot Microsoft Active Directory middot Experience supporting and troubleshooting hardware issues via Microsoft Endpoint Management Suite (Intune) middot Support experience of Microsoft 365 Apps for Business middot Strong knowledge of Networking, TeamViewer, Bitlocker, HP hardware, Cisco WebEx, VPN, and MFA middot Excellent oral and written communication skills middot ITSM – Salesforce BMC Remedyforce Formal Education Certifications middot College degree or equivalent certifications required middot One of the following certifications ITILv4 Foundations, CompTIA A+, HDI, Responsibilities middot Ensure that service delivery is within agreed service level agreement, maintenance schedule, and following department policy middot Provide quality customer service, troubleshooting, ticket management, documentation, and verbal communication middot Provide IT desktop support for the Microsoft Windows, Macintosh, Mobile devices, and Managed print endpoints middot Identify, log, and resolve technical problems with software applications and or network systems middot Provide technical support to remote users and sites via remote tools and problem-solving middot Work closely with internal IT support teams such as Desktop, Network, Server, and Information Security Office. middot Provide IT expertise to business partners across a broad spectrum of IT areas. middot Identify potential problems to present to Service Desk Supervisor for Problem management middot Attend and participate in team meetings middot Essential training specific to the environment is provided where necessary to supplement these skills Availability Requirements (Hours) middot Monday – Friday 6 AM ndash 6 PM middot 40 hours a week middot No overtime middot Work indoors and on-site