Service Desk Analyst - TEKsystems

Description:

TEKsystems' client Nashville & Davidson County Metropolitan Government is looking for a Service Desk Technicians on a 6 month contract to hire. This position is located within the ITS Department Technical Support Service Center (TSSC) and will perform the technical duties required for information systems support. For ITS to ensure timely resolution of all customer problems and requests as they are reported, IT TSSC is a 24/7 environment with multiple shift coverage. This is a true Help Desk Support position.

Typical Duties Include:

*Research, resolve and respond to questions received via telephone calls, emails, voicemails, and callback.

*Creates problem/request tickets within Technical Support Service Center software ensuring that problems and requests are comprehensively described and assigned to the appropriate ITS resource for prompt resolution or fulfillment.

*Ensure timely escalation of problems that exceed resolution targets.

*Notifies appropriate personnel on critical incidents.

*Development and maintenance of process and procedural documentation.

*Disseminates information regarding current critical incidents, changes to procedures, and lessons learned to other members of the Technical Support Center team.

*Attends meetings, workshops and training classes as needed.

Preferred Knowledge/Skills/Abilities:

*Experience in processing forms and other types of information in accordance with established procedures, guidelines and regulations

*Knowledge of IT Service Management best practice framework and standards (i.e. ITIL, ISO, 2000, etc.)

*Knowledge of personal computers, network and voice communications

*Ability to learn new applications quickly

*Ability to communicate customer needs/problems/issues in concise manner to technicians and programming staff.

*Excellent analytical and problem-solving skills

*Excellent written and verbal communications skills

*Excellent customer service skills

*Excellent typing and phone skills

Skills:

Help desk, Support, Help desk support, Troubleshooting, Customer service, Service desk, Windows 10, Active directory, Technical support

Additional Skills & Qualifications:

Minimum Qualifications:

* Professional experience in an enterprise level environment. (1+ years)

*High school diploma and one year of experience working in an Information Technology Customer Support Center setting possessing strong computer skills in Microsoft Office Applications (i.e. Outlook Word, Excel, PowerPoint, etc.)

*Valid "Class D" Driver's license

Benefits:

• Medical, dental & vision 
• Critical Illness, Accident, and Hospital 
• 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available 
• Life Insurance (Voluntary Life & AD&D for the employee and dependents) 
• Short and long-term disability 
• Health Spending Account (HSA) 
• Transportation benefits 
• Employee Assistance Program 
• Time Off/Leave (PTO, Vacation or Sick Leave) 

About TEKsystems:

We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.

The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.