Service Desk Analyst

Job Details:

Position: Service Desk Analyst

Location: Johns Creek, GA

Duration: 6 months (Contract to Hire)

Responsibilities:

• Individual will work in a team environment, be responsible for IT support tickets, and demonstrate an ability to communicate with personnel beyond what has been instructed.
• Provides technical assistance and support for incoming queries and issues related to computer systems, software (e.g. Windows 10, Office Suite, various browsers), and hardware from users.
• Provide assistance in person, over the phone, by remote control, walk-ins, and desk side.
• Provides installation and assistance for laptops, desktops, printers, scanners, and other assigned peripherals.
• Has the ability to troubleshoot desktops, laptops, as well as a variety of network and stand-alone printers.
• The ability to triage, identify network connectivity issue by performing the following: Ping, Trace route, DNS lookup, etc.
• Understanding and operational knowledge of Windows Operating Systems and applications, security software, Microsoft Office applications, various browsers, WebEx, Go-To Meeting, and applications.
• Image systems with proper OS and application build on desktop and laptop computers. Support proprietary client and web applications in use by programs.

Education/Experience Requirements:

• Must have hands-on experience with ServiceNow Ticketing Tool: Create, Update, Escalate, Resolve and Complete ticket for end-users.
• Hands-on experience working with and supporting the following products and tools:
• Microsoft Exchange and Office 365;
• Anti-virus software (i.e., Trend Micro, Microsoft System Center Endpoint Protection);
• Microsoft Distributed File System (DFS);
• Microsoft Active Directory (AD);
• Microsoft Domain Name Services (DNS);
• Microsoft Dynamic Host Configuration Protocol (DHCP);
• Microsoft Windows;
• Network Printers;
• Microsoft Office products;
• ServiceNow;
• 2-5 years of Help Desk Specialist Experience