Service Desk

Advantage Tech is looking for a Service Desk Analyst for our Kansas City Client.
The Service Desk Analyst to act as a central point of contact for all IT requests and problems. The Service Desk Analyst also facilitates problem resolution by fixing level 1 and some level 2 issues and escalating other issues to higher levels of support.

KEY RESPONSIBILITIES:

• Ensures customer satisfaction by logging and assigning an appropriate priority and resolution target to all calls/requests. Keeps client updated on the status of problem resolution.

• Identifies technology- based problems and their root causes, and takes responsibility for timely resolution, troubleshooting and repair using proven tools, resources and a variety of processes.

• Responsible for the installation, configuration, maintenance and troubleshooting of desktop and laptop systems.

• Initiates escalation as appropriate to ensure management awareness of problems that are severe in nature or that are exceeding documented targets

• Develops written documentation for new and existing procedures.

KNOWLEDGE, SKILLS and ABILITIES:

• Extensive knowledge of desktop operating systems.

• Extensive knowledge of computer/laptop/printer hardware installation and repair.

• Advanced knowledge of a variety of software applications including, but not limited to, MS Office Suite, Sharepoint, Adobe Acrobat, Google Chrome, MS Edge, etc.

• Above average knowledge of computer networking (LAN) and troubleshooting of connectivity issues.

• Knowledge of service desk and customer service best practices.

• Knowledge of ITIL standards.

• Strong verbal and written interpersonal and communication skills. Superior telephone etiquette and an ability to deal effectively with customers, peers, and management.

• High initiative and assertiveness. Above average project management skills and the ability to organize work in an efficient manner in addition to the ability to work well under stress and time pressures

• A strong working knowledge of the day-to-day operating environment, available tools, operating techniques, and customer applications

• A strong dedication to quality customer service and a working knowledge of enterprise-wide service delivery procedures

• Strong problem-solving skills and inherent decision-making ability

EDUCATION:

Junior college/two-year college training or equivalent experience

Other: MCP, A+, Network+