IT Service Desk Analyst 36511732

A leading medical institution is seeking an IT Service Desk Analyst. The successful candidate will provide desktop support to end-users. The ideal candidate has prior experience in IT support.

IT Service Desk Analyst Pay and Benefits:

• Hourly pay: $30/hr
• Worksite: (San Francisco, CA 94143, Must orient and work at all Medical Center locations)
• W2 Employment, Group Medical, Dental, Vision, Life, 401k, PSL
• 40 hours/week, 2 Month Assignment

IT Service Desk Analyst Responsibilities:

• Take inbound customer requests via phone, chat, email, or ticket.
• Work in a remote capacity to resolve reported issues quickly and efficiently.
• Complete duties with the ability to collect and communicate technical concepts, both written & verbal, to a non-technical audience with a high degree of Customer Service.
• Manage identified issues to resolution and perform quality control on solutions for appropriateness and completeness.
• Accurately record/report support issues and solutions per encounter via work tickets in Service Now.
• Provide front-line support for a variety of business applications, provision and administer user accounts and reset passwords in Active Directory.
• Effectively escalate issues to other teams as appropriate per SOP for the best Customer Support experience.
• Utilize the defined and approved IT operational processes in the areas of Incident, Change, Request and Problem Management.
• Major Incident tracking and customer notifications.
• Act as a peer mentor to junior-level staff.

IT Service Desk Analyst Qualifications:

• 3 years of experience in IT support.
• Preferred Certifications: Microsoft Support, Apple Support, ITIL Foundations and HDI Support Center Agent.
• Demonstrated proficiency in supporting Windows and Mac operating systems in a networked environment.
• Demonstrated proficiency in supporting mobile devices such as iPhones and Androids.
• Broad knowledge of enterprise systems and how they related to one another.
• Demonstrates problem-solving skills.
• Excellent communication skills in both verbal and written.
• Bachelor’s degree or equivalent training in a related area is preferred.
• Working knowledge with ITIL processes such as Change Management, Problem management, and Incident Management is preferred.
• Experience working in academic health care, healthcare, or university environment is preferred.
• Experience working in a Service Desk, Help Desk, or Call Center environment is preferred.

Shift:

• Must be flexible with scheduling and willing to work nights, weekends, and with on-call rotations.