IT Analyst/ Service Desk Analyst

Seasoned IT Analyst / Service Desk Analyst with VERY strong customer service and communication (both verbal and written) skills. Must be detail-oriented and able to lead the development of, or follow established processes and procedures, to execute the following responsibilities:

Day-to-Day:

1. Participate as a major contributor and/or leader to several projects:

• Lifecycle PC Imaging - including procedures review and/or creation of procedures, as well as implementation of documented procedure. Maintain / update all inventory records.
• Assist or lead the surplus of end of life technology assets.
• Lead in the replacement of end of life VoIP(cellular) devices.

  2. Answer customer calls and triage tickets (create tickets, reset passwords, answer questions, first call resolution or appropriate escalation).

  3. Monitor Service Desk and Network Operations Center Alerting Inboxes real-time (create tickets as

  applicable).

  4. Configure and deploy laptops and cell phones.

  5. Complete daily activities (documented) for customer-impacting items (i.e., addressing hard disk space issues on virtual environment computers and shared computers).

  Qualifications and experience desired:

  Required: Ability to self-manage and lead efforts after minimal

  instruction. Experience building out (imaging) and deploying

  desktops end-to-end, experience working in a Service Desk

  environment to address and resolve end user software and

  hardware issues. Experience working with Windows 10,

  Microsoft Office 365 and Windows networking in a complex,

  fast-paced multi-user environment.

  Must possess very strong customer service, communication

  and writing skills. Must be responsible, organized and able to

  self-direct under with minimal guidance. Must be proficient

  with following written instructions (and completing check-lists,

  updating electronic records, work order tickets, etc.).

  Projects and functions to be performed:

  Location: Everett

  Duration: 2 to 3 Months

  Pay: $35 per hour

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• on virtual environment computers and shared computers).