ITIL Service Desk Analyst

Job Title: Service Desk Analyst

Location: Newark, NJ

Reports To: Service Desk Manager

Job Type: 6 month Contract (Potential Long-Term Contract)

Hours: 7:30 AM to 4:30 PM

Job Summary

The Service Desk Analyst serves as the first point of contact for all client users seeking technical assistance, providing support via phone, email, or chat. This role involves diagnosing, troubleshooting, and resolving IT-related issues related to hardware, software, web application, and network connectivity, as well as providing end-user support to ensure optimal system functionality.

Key Responsibilities

• Respond to incoming service requests via various communication channels (phone, email, ticketing system) and provide technical support for end-users in a professional manner.
• Log, categorize, and prioritize service requests and incidents in the ticketing system, ensuring timely resolution or escalation to appropriate teams.
• Perform basic troubleshooting steps for common IT issues related to hardware, software, operating systems, and network connectivity.
• Resolve issues whenever possible or escalate to the appropriate team or level
• Monitor IT systems and applications to ensure they are functioning as expected and follow up on outstanding incidents or service requests.
• Document troubleshooting steps, solutions, and resolutions within the ticketing system, creating knowledge articles and FAQs as needed for future reference.
• Assist in training end-users on the use of software, hardware, and IT systems, providing clear and understandable instructions.
• Assist with basic network troubleshooting, including connectivity issues, Understanding of VPNs, and other network-related problems.
• Provide high-quality customer service by ensuring user satisfaction, clear communication, and a professional demeanor.
• Work with other IT teams to report or resolve possible complex problems
• Experience using Mobile Device Management solution

Education

Bachelor’s degree in Computer Science preferred, Information Technology, and/or equivalent work experience.

Experience

• Previous experience in a technical support role, service desk or IT helpdesk environment required, preferably in a medium to large scale enterprise environment is required.
• Experience with ticketing systems (e.g., BMC Footprints, ServiceNow,) and remote troubleshooting tools.
• Active Directory Users and Computers
• Working knowing of Azure AD, cloud applications, etc.

Skills

• Strong understanding of operating systems (Windows, macOS, Linux), office productivity software (e.g., Microsoft Office 365), and hardware troubleshooting.
• Excellent verbal and written communication skills with the ability to explain technical information to non-technical users.
• Strong troubleshooting and problem-solving abilities.
• A customer-first mindset with a focus on delivering exceptional service.
• Ability to prioritize and manage multiple issues simultaneously in a fast-paced environment.

Certifications (Preferred but not required)

• • ITIL Foundation certification.
  • CompTIA A+ or Network+

All your information will be kept confidential according to EEO guidelines.