Service Desk Analyst at Kforce Inc.
San Antonio, TX 78215
About the Job
- Provide advanced technical support to end-users via phone, chat, virtual, etc.
- Troubleshoot and resolve complex IT issues related to hardware, software, network connectivity, etc.
- Perform root cause analysis to identify recurring problems and develop solutions
- Manage and prioritize incidents and service requests in the IT Service Management (ITSM) system
- Ensure all incidents are accurately logged, categorized, and resolved within Service Level Agreements (SLAs)
- Escalate unresolved issues to appropriate internal teams or third-party vendors
- Maintain high levels of customer satisfaction through professional and courteous communication
- Provide timely updates to users on the status of their requests and incidents
- Conduct follow-ups to ensure issues are fully resolved and users are satisfied
- Identify opportunities for process improvements and contribute to the development of best practices
- Participate in service desk performance reviews and provide feedback for improvement
- Collaborate with other IT teams to enhance overall service delivery and user experience
- Generate and analyze reports on service desk performance metrics
- Document all technical procedures, resolutions, and troubleshooting steps
- Maintain accurate and up-to-date records of all incidents and service requests
Requirements:
- Bachelor's degree in Computer Science, Information Technology, or minimum of 3-5 years of experience in a service desk or IT support role
- Strong technical troubleshooting and problem-solving abilities
- Excellent communication and interpersonal skills
- Proficiency in using ITSM tools (e.g., ServiceNow)
- Familiarity with Windows, Microsoft Office Suite, and enterprise applications
- Ability to work independently and manage multiple priorities in a fast-paced environment
- ITIL Foundation, CompTIA A+, or equivalent certifications preferred
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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