What are the responsibilities and job description for the IT Service Desk Analyst position at Top Stack?
NOTE: In order to be considered, you must live in one of the following states: Connecticut, Florida, Georgia, Ohio, Maryland, Massachusetts, New Jersey, North Carolina, South Carolina, Pennsylvania, Texas, Virginia, or West Virginia.
Summary: Our client, a national healthcare organization, is seeking an IT Service Desk Analyst to join their team. This is a 100% remote contract position with potential hire full-time after the contract period.
In this role, you would be the initial point of contact for employees that have general IT inquiries or are experiencing technical difficulties. Responsible for providing basic troubleshooting and support for hardware, software, and network issues, while documenting and escalating issues as required.
Essential Duties and Responsibilities:
- Diagnose and resolve simple hardware, software, and network problems through initial troubleshooting steps.
- Accurately log and document user issues, including descriptions, steps taken, and relevant information in a ticketing system.
- Identify and escalate complex issues to higher-level support personnel when necessary.
- Provide clear and concise communication to users, explaining technical concepts in a way that is easy to understand.
- Maintain a positive and professional attitude, providing excellent customer service.
- Stay up to date on current IT technologies and best practices to effectively assist users.
- Identify trends in user issues and report them to relevant teams to improve IT services.
- Manage user accounts, including creating, modifying, and deleting accounts as needed.
- Cover weekly On Call support in a rotation with other team members
- Other duties as assigned
Required Qualifications:
- Possess 1 to 3 years of relevant work experience in the field or in a related area is required
- 2–4-year degree in IT related field (or equivalent work experience)
- CompTIA’s A (or equivalent work experience)
- CompTIA’s Network
- CompTIA’s Security
- ITIL Certification is a plus
- Excellent customer service, timeliness, communication and follow-up
- Exceptional analytical and problem-solving skills
- Advanced collaboration, communication, and interpersonal skills
- Excellent organizational and time management skills
- Strong organizational, verbal and written communication skills