IT Service Desk Analyst - Kforce Inc.
Boca Raton, FL 33487
About the Job
- Serve as the IT Service Desk point of contact for customers seeking technical assistance over the phone or email
- Perform remote troubleshooting through diagnostic techniques and pertinent questions
- Determine the best solution based on the issue and details provided by customers
- Walk the customer through the problem-solving process
- Direct unresolved issues to the next level of support personnel
- Provide accurate information on IT products or services
- Record events and problems and their resolution in logs
- Identify trends in Incidents, determine root cause, and determine optimal resolution
- Manage the overall Service Request systems which includes process design, procedures development, automation implementation, reporting and operations
- Design and operate business readiness, training, and awareness programs for use of core business applications and IT services such as security
- Train computer users, including 1-1 training, write training manuals, organize, and reference vendor resources
- Pass on any feedback or suggestions by customers to the appropriate internal team
- Identify and suggest possible improvements on procedures
- Provide technical assistance and support for incoming queries and issue related to computer systems, software, and hardware
- Create accounts and configure hardware as part of on-boarding process
- Support Microsoft NAV/BC roles and permissions using Easy Security; Includes creation of new roles, complex integration of exceptions and cross-functional roles, security audit and troubleshooting
- Support audio and video equipment in offices and conference rooms
Requirements:
- ITIL.ITSM experience, certification preferred
- Proven experience as a help desk technician in a Level 2 or 3 capacity
- Experience with Windows 10 and 11, Mac OS X, Office 365, Intune, MS Auto Pilot
- Experience with Office365, Azure Active Directory maintenance, Exchange Online, PowerShell, O365 Office Admin Center, EntraID
- Experience with Mac and PC hardware, Printers, scanners, computer peripherals, Mobile devices (iOS, Android)
- Experience with client PC connectivity - ethernet, TCP/IP and FortiClient VPN, Azure Desktop
- File server knowledge
- Tech savvy with working knowledge of office automation products, databases, and remote control
- Good understanding of computer systems, mobile devices, and other tech products
- Ability to diagnose and resolve basic technical issues
- Proficiency in English
- Works under limited supervision for routine situations
- Excellent communication skills
- Customer-oriented and cool-tempered
- Ability to travel 5%.
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.
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