JobTitle: Service Desk Analyst

Position: On site

Location : Atlanta GA

Rate : 21/hr on 1099

Responsibilities:

• Monitor telephone system and take calls from APS users
• Log all reported incidents, Fulfilment Requests (Service Requests) and attempt to resolve issues at 1st contact in accordance with established SLA’s
• Escalate incidents to level 2 or level 3 support according to established processes and procedures
• Track and follow-up on incidents escalated to technical teams to ensure issues are resolved promptly and closed
• Remotely connect to user computers and assist with resolving issues as necessary.
• Perform proactive support activities including but not limited to:
• Ensuring that antivirus software installed on all machines and scans are completed routinely.
• Update user and asset information in database (as necessary)
• Provide support for APS IT projects (as needed)
• Follow established processes and procedures.
• Report to IT any suggestions that will improve process or make support easier or more efficient
• Maintain exceptional customer service posture at ALL TIMES
• Document work performed (and steps to resolve issues) at all times within ticketing system for audit or knowledgebase purposes
• Record and submit checklists or other documentation as required

Contract Duration:

• 1 year (initial)
• Option to extend annually - based on performance

Skills and Qualifications:

· 3 years' work experience (minimum) … 5 years preferred:

· HDICSR certification (or similar)preferred

· Strong customer service skills

· Prior experience with service desk support is a MUST

· Prior experience working as a desk side support analyst is a plus

· A Certification is a plus

· Proficient in understanding of network, wireless support

· Knowledge of best practice security standards and techniques is a plus

· Microsoft Windows certification is a plus

· ITIL experience/certification is a plus

· Must have clean criminal record with the ability to pass finger-print background check

· Must be authorized to work in the Unites States

Personal Attributes:

· Creativity and strong attention to detail

· Ability to work effectively on tight deadlines, as necessary

· Excellent command of English language

· Oral and written communication skills

· Exceptional customer service skills, including the ability to interact professionally with a diverse group of customers

· Ability to work under pressure and stay calm/focused when working with irate customers or users

· Positive, productive team player

· Desire to learn new skills and improve

Education/Training:

· Minimum of Associate degree preferred

· 3 years’ experience in Service Desk support. Equivalent combination of education and experience will be considered.

Work:

· This work will be completed on-site at the Atlanta Public Schools CLL Building located at 130 Trinity Avenue, Atlanta GA 30303. The service desk analyst would need to work in 1 of 3 shifts M, T, W, TH, F (between the hours of 7am – 5pm), except on district holidays.

Job Type: Full-time

Pay: $21.00 per hour

Expected hours: 37.5 per week

License/Certification:

• Driver's License (Preferred)

Work Location: On the road