Service Desk Analyst - Inglewood, United States - Randstad Digital

    Randstad Digital
    Randstad Digital Inglewood, United States

    2 weeks ago

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    Description

    Shift: sun-thur 6am-3pm; Tue-Sat 10am-7pm

    Qualifications, skills, and all relevant experience needed for this role can be found in the full description below.

    Searching for a junior-to-mid level Service Desk Analyst with 2-5+ years working for a medium-to-large enterprise.

    Required Skills -mobile phones, PC hardware, Mac software and hardware

    Job Duties -Working in a hybrid IT Call Center / Deskside Support team provisioning technologies to new and existing staff, troubleshooting and resolving end user issues, fulfilling IT requests and de-provisioning access and equipment for separated staff.

    Job Requirements -Provide service desk and desk side support (Level 1 and level 2) to all internal users
    • Position is for Monday through Friday; typically 8am – 5pm. Specific hours will be discussed during the interview process. Must be flexible; start early, stay late, occasionally work a Saturday or a Sunday as needed
    • Primary point of contact for customer resolution for all desktop technology devices including desktops, laptops, tablets, mobile devices, printing, wireless networking, audio/visual equipment, etc.
    • Maintain and provision desktops, laptops, tablets, mobile devices, printers, projectors, audio/visual equipment and other office equipment as required.
    • Use service-now (ITSM) to manage incidents and requests through the complete resolution or fulfillment life cycle
    • Use ServiceNow logging system to maintain projects and time reporting
    • Document, track, and troubleshoot incidents to agreed service standards and service levels
    • Perform trouble call resolution, diagnosis of complex problems, advanced problem resolution, customer support follow-up, and professional interaction with other IT employees, co-workers, and outside vendors.
    • Develop and maintain system documentation, administrative and user guides
    • Conduct end-user orientation and training for new hires
    • Provision and administer user accounts, distribution groups, and security groups in Active Directory
    • Work alternative 3rd shift days and/or hours when needed in order to support 24x7 production environment.
    • Escalate to operations, solutions, infrastructure engineering or appropriate resolver team when assistance as needed
    • Provide AV support - support conference rooms, town halls (multi location large audience simultaneous conferencing), video conferencing
    • Process equipment and software requests and record asset information
    • Hardware/ software lifecycle management
    • Provide VIP and executive support
    • Perform request fulfillment of moves & staff equipment changes at each location
    • Assist with regression testing of supported software through OS Patches and Upgrades
    • Push and install workstation and third party patches
    • Provide Windows OS, MAC OS, Mobile OS support Education: BS/BA degree preferred
    • Preferred Certifications: CompTIA A+ certified, HDI certified
    • 3+ years experience in an IT related support position with in-depth knowledge of PC and MAC platforms and the diagnosis and resolution of software, hardware and networking issues
    • Working knowledge and experience with most of the following: 1. Microsoft Deployment Toolkit (MDT) 2. MAC OS 3. SCCM
    • Proficient with Microsoft Windows OS, Office Suites, Exchange/Outlook, Active Directory
    • Familiarity with PC support tools and software distribution tools
    • Ability to work independently in a deadline driven environment
    • Self-starter, strong organizational skills and ability to prioritize workload
    • Strong oral and written communications skills
    • Ability to lift and install PCs, printers, etc. (up to 50 pounds)
    • Ability to maintain flexible work schedule to provide IT support for weekends
    • Experience using IT Service Management and knowledge base systems (e.g., service-now)
    • Experience supporting AV equipment is highly desirable
    • Experience providing asset management support
    • Experience using remote diagnostic tools for problem identification and resolution Hardware Supported:
    • Lenovo Laptops and Desktops
    • Macbooks
    • Surface Tablets
    • Mobile Devices & Tablets: Iphone, Android, Ipads
    • Cisco IP phones
    • Video Conference Devices including: Cisco, Crestron Software Supported:
    • Active Directory
    • Associated Press AP ENPS
    • Bit Locker Encryption
    • Browsers Edge, FireFox, Safari, Chrome
    • Cisco Call Manager
    • McAfee Antivirus ePO
    • Microsoft Exchange
    • Microsoft Office
    • FileMaker Pro
    • service-now IT Service Management and Asset Management
    • Cisco Jabber
    • Mac OS
    • PC Imaging
    • Understanding of networking (routers, TCP/IP addressing, etc.)
    • Windows (All versions) Service Desk Tools include:
    • InTune MDM
    • service-now IT Service Management, Asset Management
    • Cisco Finesse, Cisco Call Manager and Akkadian Provision Manager
    • Microsoft MDT for imaging
    • Bomgar

    Desired Skills & Experience -skills and experience listed elsewhere on the SOF