firstPRO is seeking a qualified Onsite Service Desk Analyst for our client, a finance consulting company located out of Pennsylvania. They are seeking someone with experience in proactively identifying technical problems and troubleshooting them in an efficient manner.

Onsite Service Desk Analyst

Job Details

• Compensation: $28/hour with benefits (Health, Dental, Vision)
• Type: Contract
• Onsite
• Schedule: Monday through Friday, 8:30 AM to 5:00 PM

Job Responsibilities

• Engage customer base through the detailed intake of calls into the service desk via multiple mediums (phone, email, walk up and self-service portal).
• Appropriately attempts to resolve immediately and where necessary escalate to the appropriate Service Team (Service Delivery, Production Support, etc).
• Mentors junior staff and assists in their development.
• Acts as a point of escalation for issues.
• 1-2 years junior management experience
• Configure, deploy, troubleshoot, and coordinate repair of hardware such as laptops and mobile devices at the service desk.
• Create/Review IT knowledge articles for end user support portal and play active role in supporting the portal.
• Contacts customers to gather all required data to facilitate resolution of customer issues/requests and responsible to maintain customer communication throughout the resolution process.
• When necessary, manage the communications out to the IT customer base regarding incident/problems and outages

Job Requirements

• 2 years’ experience Imaging, Configuring, Deploying and Troubleshooting hardware (PC and iOS devices)
• 2-5 years’ Service Desk/Technical Support experience
• Excellent customer service skills (via phone and face to face)
• Excellent communication skills (both verbal as well as written)
• Meticulous attention to detail