Desktop Support Marysville, OH | Lincoln, Alabama | Irving, TX | Torrance, CA

Job title : Desktop Support Analyst

Location : Torrance, CA ( Onsite)

Contract Job Opportunity

Responsibilities :

• Provide hardware / software / network problem diagnosis / resolution via telephone / email / chat for customers end users Classify Service Calls according to the specified options
• Route problems to internal 2nd and 3rd level IT support staff using knowledge base articles
• Coordinate with level 2 and 3 and support staff that provide hardware / software / network problem resolution
• Use the ServiceNow to document and manage problems and work requests and their respective resolutions and circumvention's
• Responds to telephone calls, email, instant messages, and assigned tickets from incident dispatchers; Assign work orders / incidents to appropriate support teams if necessary and follow up until resolved.
• Respond to, and diagnose, problems through discussions with users, including problem recognition, logs, research, isolation, resolution, and follow-up steps
• Troubleshoot client software and basic network connectivity problems remotely using Bomgar
• Identify, evaluate and prioritize customer problems and complaints
• Participate in on-going training and departmental development
• Maintain quality standards for incident documentation and phone calls