Service Desk Analyst

Service Desk Analyst 1489215

• Hourly pay: $23/hr
• Worksite: Leading medical institution (Redwood City, CA 94063 - Onsite)
• W2 Employment, Group Medical, Dental, Vision, Life, Retirement Savings Program, PSL
• 40 hours/week, 6 Month Assignment

A leading medical institution is seeking a Service Desk Analyst to provide technical support to end-users for computer hardware, software, network, collaboration, communication, and productivity tools via phone, live chat, remote desktop, messaging, and also record the details of every customer interaction and advance complex issues to more senior technicians for resolution.

Service Desk Analyst Responsibilities:

• Provide first-line technical support for hardware, software, peripherals, and networking issues, resolving incidents remotely when possible.
• Troubleshoot and resolve basic end-user issues, escalating more complex problems to senior technicians as needed.
• Install, upgrade, configure, and support computing and communication devices and peripherals.
• Monitor and manage system alerts, work queues, backups, and recovery activities to ensure system reliability.
• Apply IT security best practices and ensure users are assigned appropriate system access and resources.
• Document all customer interactions, actions taken, and resolutions in ticketing systems.

Service Desk Analyst Qualifications:

• 3 years of related experience.
• Familiarity with ITSM Ticketing systems like ServiceNow, Remedy, or Zendesk.
• Familiarity with remote desktop tools.
• Ability to apply IT best practices, including security standards, to troubleshooting and problem resolution.

Shift:

• 8:00 am to 5:00 pm.

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