Monday - Friday - 7AM-5:30PM
General Summary:
The Analyst, Service Desk is to the customers champion in addressing IT – related
needs. This position provides professional and effective IT Service Desk support services to the end users via telephone, email or remote access on a variety of technical issues and problems
Essential Duties and Responsibilities:
Provides level 1 customer and technical support, including how-to questions, to
customers through inbound phone and email requests.
Independently identifies, troubleshoots, documents, and replicates simple to complex customer problems and then resolves or escalate complex problems according to escalation procedures.
Applies existing technical skills and begins to develop advanced skills using tools and
equipment appropriate for the position.
Retains ownership of all cases throughout the resolution process which may require
follow-up with customers and involvement with other IT groups.
Reports enhancement requests and defects receiving from customers regarding hardware, applications or documentation and communicate to appropriate IT personnel.
Participates in the knowledge creation and maintenance process.
Carries out level 1 tasks such as password changes, user account creations, deletions,
archiving, assisting user with additional and removal of printers on a PC, assisting users with commercial software and mission-critical system issues.
Participates in the continuous improvement of Service Desk processes, communications and relationship with both customers and the rest of IT.
Acts as executive (c-suite) IT support back-up and is responsible for providing executive IT support when primary Executive Support Analyst is out of the office or otherwise unavailable.
Enter, tracks and maintains incident tickets in Service Now ticketing system.
Qualifications:
1-5 years' experience troubleshooting in a help desk/service desk environment
Nesco Resource offers a comprehensive benefits package for our associates, which includes a MEC (Minimum Essential Coverage) plan that encompasses Medical, Vision, Dental, 401K, and EAP (Employee Assistance Program) services.
Nesco Resource provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.
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General Summary:
The Analyst, Service Desk is to the customers champion in addressing IT – related
needs. This position provides professional and effective IT Service Desk support services to the end users via telephone, email or remote access on a variety of technical issues and problems
Essential Duties and Responsibilities:
Provides level 1 customer and technical support, including how-to questions, to
customers through inbound phone and email requests.
Independently identifies, troubleshoots, documents, and replicates simple to complex customer problems and then resolves or escalate complex problems according to escalation procedures.
Applies existing technical skills and begins to develop advanced skills using tools and
equipment appropriate for the position.
Retains ownership of all cases throughout the resolution process which may require
follow-up with customers and involvement with other IT groups.
Reports enhancement requests and defects receiving from customers regarding hardware, applications or documentation and communicate to appropriate IT personnel.
Participates in the knowledge creation and maintenance process.
Carries out level 1 tasks such as password changes, user account creations, deletions,
archiving, assisting user with additional and removal of printers on a PC, assisting users with commercial software and mission-critical system issues.
Participates in the continuous improvement of Service Desk processes, communications and relationship with both customers and the rest of IT.
Acts as executive (c-suite) IT support back-up and is responsible for providing executive IT support when primary Executive Support Analyst is out of the office or otherwise unavailable.
Enter, tracks and maintains incident tickets in Service Now ticketing system.
Qualifications:
1-5 years' experience troubleshooting in a help desk/service desk environment
Nesco Resource offers a comprehensive benefits package for our associates, which includes a MEC (Minimum Essential Coverage) plan that encompasses Medical, Vision, Dental, 401K, and EAP (Employee Assistance Program) services.
Nesco Resource provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.