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IT Service Desk Analyst

  • Location: Irving, 75039
  • Job Type:Contract

Posted 4 months ago

Our client is seeking an IT Service Desk Analyst for a contract opportunity with possibility of extension and/or conversion in Irving, TX! Seeking an energetic, customer-oriented, and highly-motivated Service Desk Analyst to provide local and remote technical support for incident resolution and requests.

Responsibilities:

  • Providing PC, telephone, email, and remote support and troubleshooting for internal IT customers.
  • Creating a positive customer support experience while handling customers with a professional attitude and ensuring timely resolution or escalation.
  • Documenting incidents, problems, and knowledge base articles including the troubleshooting steps taken, comments, outcomes, and results in our ticketing system, ServiceNow.
  • Identifying, researching, and resolving technical issues and escalating issues to other support teams when necessary.
  • Taking initiative and ownership of work items and following through with minimal direction.
  • Logging activities for organizational development, quality tracking, and performance metrics.
  • Working in a diverse, fast-paced, and sometimes high-stress environment with an ability to multi-task, quickly adapt to frequent changes in workload, tasks, and priorities.
  • Providing input to initiatives and creative ideas to improve IT operations and IT value to customers.
  • Providing after hours and on-call support on rotation and as required.
  • Occasionally traveling for support, training, or installations.
  • Performing other duties as assigned


Requirements:

  • 2 to 4 years of IT Service Desk experience in an enterprise sized environment.
  • Excellent verbal and written communication skills.
  • English required, Spanish and other languages a plus.
  • Excellent customer service skills.
  • Able to work 6 AM, 8 AM, or 11 AM shifts, on-call, holidays, and weekends.
  • Experience with ServiceNow ITSM preferred.
  • Experience utilizing TeamViewer for remote support preferred.
  • Experience with setup and strong troubleshooting skills of MS Windows 7/8/10, MS Office Suite, MS Office 365, MS Intune, and basic Windows/Azure Active Directory issues.
  • Experience with imaging laptop, desktop and mobile devices for deployment to new users. 
  • Strong troubleshooting skills on desktops, laptops, printers, tablets, smartphones, and other mobile computers.
  • Troubleshooting MFP printers in a networked corporate environment.
  • General knowledge of basic network components and concepts preferred.
  • General knowledge of basic virtual and physical server components and concepts preferred.
  • General knowledge of IT General Controls components and concepts preferred.
  • Demonstrated ability to deeply and quickly learn new systems, applications, and devices.
  • Able to lift light loads up to 60 pounds.
  • ITIL Foundation Certification v3, or higher and CompTIA A+ preferred. Additional professional certifications (Microsoft, HDI, VMware, etc.) a plus.

Candidates will be responsible for following the client's COVID-19 protocols. Please refer to your MATRIX representative for specifics.

About Us

At MATRIX, we expertly match talented professionals with job opportunities to elevate careers. Since 1983, we have placed thousands of professionals at innovative clients across every industry ranging from small startups to Fortune 50 companies. It’s why we’re consistently in the top 25 of all U.S. IT staffing firms and why our consultants rate us well above the industry average, earning us ClearlyRated's Best of Staffing awards year after year. People come to us for a job, and stay with us because of our top-notch consultant care.

MATRIX is and Equal Employment Opportunity employer and provides reasonable accommodations for qualified individuals.  Supporting medical or religious documentation will be required where applicable. If you are a qualified individual with a disability, you may request a reasonable accommodation under the American Disability Act (ADA) by emailing MATRIX_HR@MatrixRes.com. To ensure a quick response to your request, please use the words “Accommodation request” as the subject line of your email.