Service Desk Analyst

Job title : Service Desk Analyst

Location : Hartford, CT Hybrid

Duration : 12+ months

Type : contract

LOCAL CANDIDATES ONLY!!!

Job Description :

• The Help Desk Analyst position is responsible for providing Level 1 end user support for issues related to the computer systems at CJIS, the Connecticut Information Sharing System (CISS) and any other system managed by CJIS.
• The Help Desk Analyst is expected to leverage strong interpersonal skills and solid communication skills to rapidly become a contributor to the implementation of the CJIS support strategy.
• The CJIS team needs a Help Desk Analyst to ensure the following work is performed :
• Exhibit quick-response customer support and work with clients over the phone to troubleshoot, analyze, diagnose and engage appropriate technical resources to resolve client issues.
• Provide proactive follow-up, effective problem resolution, and end-to-end ownership of the problems.
• Ability to develop good rapport with technology staff to foster positive team development to ensure accurate and timely updates and resolution to customer issues.
• Must be customer centric and aggressive in promoting your customers' needs and getting them met.
• Must follow all documented help desk processes and procedures to ensure consistent, quality support to end users.
• Must answer and address all incoming service calls and emails and route accordingly.
• Keep well-documented, up-to-date case notes on all tickets daily.
• Ensure constant service ticket flow by escalating tickets that require higher-level assistance.
• Provide first level of customer support and resolve issues or escalate as needed.
• Ensure client support requests are well documented and triaged appropriately.
• Must coordinate and work closely with the Help Desk Manager to service and provide training for our internal and external clientele.
• Ensure the logging of all incidents and service requests.
• Conduct timely triage and escalation in accordance with SLA requirements.
• Address and resolve tier 1 level incidents and requests.
• Engage with other service desk resources and escalate as needed to other technical teams.
• Accurately document interactions, incidents, and problems.
• Work with service desk and other teams to develop, enhance and clearly document technical process and procedure.
• Follow, enhance and develop procedural documentation related to user account provisioning and management.
• Develop, enhance and maintain knowledge base articles used by other IT staff.
• Participate in Production support review meetings.

Required Skills :

• Bachelor of Science in Information Technology or related field.
• IT support experience and knowledge of Help Desk processes and procedures.
• Experience working in IT Help Desk support environment.
• Working knowledge of System Center Service Manager or other enterprise ticketing systems.
• Familiarity with Information Technology Infrastructure Framework (ITIL) processes related to IT service and support.
• Excellent Customer Service skills, including a positive attitude and ability to instill confidence in your customers.
• Ability to effectively prioritize and execute tasks in a high-pressure environment.
• Ability to work cooperatively with other team members, including team lead / manager, support staff, developers, vendors, etc. a must.
• Proficient with the following technologies : Microsoft Windows 7 / 10, Microsoft Office 2010 / 2013 / 2016, TCP / IP, DNS, DHCP, Telnet and Active Directory.
• A+ certfication
• TCP / IP
• Windows 10
• Windows 8, 8.1, 10
• Adobe Acrobat
• Communication skills both verbal and written
• Learning ability
• Team work
• Active Directory
• Microsoft Office Professional
• Microsoft Office
21 days ago