RESPONSIBILITIES:
Kforce's client is looking to add a Level II Service Desk Analyst to their team. This is a 100% remote position - working hours are Eastern Time Zone. This is for an 8:00pm to 3:00am shift.
Summary:
The Service Desk Analyst II provides frontline support and incident diagnosis for client's applications, endpoints, and infrastructure. You will act as a single point of contact for end users, triaging and documenting inbound interactions, and managing ticket routing and incident resolution with other IT resources.
You will also function as a trainer for newly on-boarded team members and will help in managing the content of the department's knowledge base.
Additional Information:
This is a new position being opened to provide additional support for Enterprise Asset Management.
Principal Responsibilities:

• Service Desk Analyst will respond to incoming interactions initiated through standard support channels
• Identify and triage reported incidents and fulfill service requests
• Use the IT Service Management toolset to accurately document all incoming interactions and resolutions
• Research support issues when resolutions are not readily attainable through available resources
• Work to consistently improve call handling, documentation quality, overall user experience, and resolution process
• As a Service Desk Analyst, you will facilitate support intake that arrives through asynchronous channels
• Train onboarding team members to properly handle some of their day-to-day responsibilities
• Contribute to the department's continual improvement and knowledge management initiatives

REQUIREMENTS:

• 2 years of experience supporting a decentralized user base in a virtual support environment
• 2 years of experience with knowledge management methodologies and toolsets

Additional (Preferred) Qualifications:

• Basic understanding of ITSM frameworks in relation to service delivery
• Foundational level certification in support center effectiveness
• Ability to communicate technical information to non-technical users
• Excellent listening, interpersonal, written, and oral communication skills
• Strong customer service orientation

This is an eight-month contract assignment initially with possibility of extension or conversion to FTE based on performance in the role.
The pay range is the lowest to highest compensation we reasonably in good faith believe we would pay at posting for this role. We may ultimately pay more or less than this range. Employee pay is based on factors like relevant education, qualifications, certifications, experience, skills, seniority, location, performance, union contract and business needs. This range may be modified in the future.
We offer comprehensive benefits including medical/dental/vision insurance, HSA, FSA, 401(k), and life, disability & ADD insurance to eligible employees. Salaried personnel receive paid time off. Hourly employees are not eligible for paid time off unless required by law. Hourly employees on a Service Contract Act project are eligible for paid sick leave.
Note: Pay is not considered compensation until it is earned, vested and determinable. The amount and availability of any compensation remains in Kforce's sole discretion unless and until paid and may be modified in its discretion consistent with the law.
This job is not eligible for bonuses, incentives or commissions.
Kforce is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.