What are the responsibilities and job description for the Service Desk Analyst position at TriCom Technical Services?
Service Desk Analyst
Summary
Our client is seeking a Service Desk Analyst to provide technical support to employees and serve as the first point of contact for IT issues and requests. This role troubleshoots hardware, software, network, and system issues while delivering excellent customer service. The analyst supports daily IT operations, maintains equipment, and works with other IT teams to resolve complex problems.
Responsibilities
- Provide technical support for desktops, laptops, scanners, software, networks, and other IT equipment.
- Troubleshoot and resolve hardware, software, and connectivity issues, escalating complex problems when needed.
- Respond to user requests, prioritize issues, and provide timely updates to ensure customer satisfaction.
- Log, track, and document incidents and service requests in the ticketing system while meeting service level agreements (SLAs).
- Monitor IT systems, logs, and alerts to identify and resolve potential issues.
- Configure, maintain, and support IT equipment and systems across multiple facilities.
- Follow established IT procedures, maintain documentation, and recommend process improvements.
- Work with internal teams and external service providers to resolve technical issues and support IT projects.
- Participate in a 24/7 on-call rotation to support business operations and system recovery.
Requirements
- 3 years of experience in a service desk or technical support role.
- Bachelor's degree in Computer Science or equivalent technical support experience.
- Strong troubleshooting skills with hardware, software, networking, and IT systems.
- Excellent customer service, communication, and problem-solving skills.
- Ability to manage multiple requests, prioritize tasks, and explain technical issues to nontechnical users.
Preferred
- Experience with Microsoft SCCM, Intune, or PowerShell.
- Microsoft support or hardware troubleshooting certifications.
- Experience in the logistics industry.
This is a 6-month contract-to-hire opportunity with our Overland Park, KS client. Low-cost employee benefits, paid time off, paid Holidays, and a 401(k) (with an immediately vested company match) are available with TriCom during the contract period. H-1B visa sponsorship is not available for this position. No third parties, please.