Help Desk Analyst
About the job IT Service Desk Analysts (Northeast Baltimore City) IT Service Desk Analysts needed for our education client in Northeast Baltimore City.
The IT Service Desk Analysts will in accordance with service level agreements provide resolvable phone, email and remote support in a Windows environment.
Six month contract position with possible extension.
The non-negotiable pay rate is $17.
75 per hour.
Essential Duties:
Provides Tier 1 and 2 support for all client technology and associated peripherals by means of analyzing and methodical troubleshooting.
Support Tier I analyst in resolving and training on more complex software installs and hardware resolution.
Maintains ticket processing, routing and escalating non client technology related customer inquiries, service requests and incident reports in the Ivanti HEAT ticket system.
Offer technical assistance on the delivery, configuration, set up, maintenance and troubleshooting of IT systems.
Follow all operational procedures and document all pertinent information, communication and resolution in the support tickets.
Makes recommendations to optimize IT performance and to prevent future problems.
Qualifications:
At least six months of technical support call center experience is required.
CompTIA A
or CompTIA Network
certification may substitute some of the technical support call center experience.
Experience with Ivanti HEAT ticket system or related along with Windows 10 and Microsoft Active Directory is required.
Must be available to work from 8:
00 am-4:
30 pm Monday through Friday with a 30 minute non paid lunch on site.
Two days working remotely will be based on work performance.
Must be able to pass a FBI background check and drug test.
Recommended Skills Call Centers Issue Tracking Systems Maintenance Microsoft Windows Problem Solving Process Oriented Estimated Salary: $20 to $28 per hour based on qualifications.
The IT Service Desk Analysts will in accordance with service level agreements provide resolvable phone, email and remote support in a Windows environment.
Six month contract position with possible extension.
The non-negotiable pay rate is $17.
75 per hour.
Essential Duties:
Provides Tier 1 and 2 support for all client technology and associated peripherals by means of analyzing and methodical troubleshooting.
Support Tier I analyst in resolving and training on more complex software installs and hardware resolution.
Maintains ticket processing, routing and escalating non client technology related customer inquiries, service requests and incident reports in the Ivanti HEAT ticket system.
Offer technical assistance on the delivery, configuration, set up, maintenance and troubleshooting of IT systems.
Follow all operational procedures and document all pertinent information, communication and resolution in the support tickets.
Makes recommendations to optimize IT performance and to prevent future problems.
Qualifications:
At least six months of technical support call center experience is required.
CompTIA A
or CompTIA Network
certification may substitute some of the technical support call center experience.
Experience with Ivanti HEAT ticket system or related along with Windows 10 and Microsoft Active Directory is required.
Must be available to work from 8:
00 am-4:
30 pm Monday through Friday with a 30 minute non paid lunch on site.
Two days working remotely will be based on work performance.
Must be able to pass a FBI background check and drug test.
Recommended Skills Call Centers Issue Tracking Systems Maintenance Microsoft Windows Problem Solving Process Oriented Estimated Salary: $20 to $28 per hour based on qualifications.
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