What are the responsibilities and job description for the Service Desk Analyst position at SGIC Cloud Technologies Inc?
Title: IT Support Specialist/ Service Desk Analyst
Location: Sunnyvale, CA---onsite from Day 1
Duration: Long Term Contract
Rate: $30/hr. on W2
Interview--2 rounds of interview (ZOOM)
Job Description:
Skill/Job Requirements:
- Bachelor’s degree or equivalent education and experience desired
- Proficiency in both oral and written English is a requirement
- At least two years of experience supporting a Windows domain environment desired
- Relevant certifications such as various MCITP, Security , A , and ITIL preferred
- Strong customer service skills and experience required
- Previous experience in a service desk environment desired
- Experience supporting Active Directory services and various business applications
- Must be able to work independently and self-directed, as well as within a team
- Must have excellent organizational, verbal, and written communication skills
- Successful candidates will be comfortable operating in a fast paced and changing environment
- Occasional weekend and non-business hour support may be required
- Successful candidates should be flexible and able to complete projects outside their normal daily duties as needed
Roles and Responsibilities:
- Handle first level walk-up and service requests from corporate office employees, contractors, and consultants
- Create and dispatch work orders within the Service Management System
- Communicate with customers via phone, email, chat, and in person troubleshoot, discuss service expectations, relay relevant company policy, gather information, etc.
- Resolve customer issues in a timely fashion and escalate issues to other IT employees or groups as necessary
- Using various software tools to troubleshoot customer issues
- Properly document steps taken leading to resolution or escalation of work orders
- Setup, manage, configure, and disable network accounts in the Account Management System
- Learn, implement, and follow procedures as prescribed by department operating documentation and standards
- Learn, update, and revise knowledge of company, department, and team procedures and policies
- Verify knowledge base articles and update as needed for incorrect or missing information
- Properly track IT equipment as assigned to customers in the Service Management System
Job Type: Contract
Pay: $27.11 - $32.64 per hour
Expected hours: 40 per week
Benefits:
- 401(k)
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
Work Location: In person
Salary : $27 - $33