Help Desk Analyst

Description Our client is looking for a contract-to-hire Help Desk Analyst in the Salt Lake City area. This role is crucial to their IT department as you will be the first point of contact for all IT-related issues within the company. This role is ideal for an individual with a strong background in both Microsoft and Mac environments, and who is adept at using ServiceNow for ticketing and incident management.Job Summary:The Level 2 Helpdesk Analyst will be responsible for providing advanced technical support to end-users, ensuring that all incidents and service requests are resolved in a timely and efficient manner. This role requires a high degree of customer service, technical expertise, and the ability to work under pressure. The successful candidate will have experience with Microsoft and Mac operating systems, as well as proficiency in using ServiceNow for managing support tickets.Key Responsibilities:Technical Support:

Provide Level 2 support for hardware and software issues across Microsoft and Mac platforms.

Diagnose and resolve complex technical issues related to operating systems, applications, network connectivity, and hardware.

Perform advanced troubleshooting and repair tasks, escalating to Level 3 support or specialized teams as necessary.

Assist with the deployment, configuration, and maintenance of IT equipment, including desktops, laptops, printers, and mobile devices.

ServiceNow Ticket Management:

Manage and prioritize incoming ServiceNow tickets, ensuring timely resolution of incidents and service requests.

Update and maintain accurate records of all support activities in ServiceNow, including detailed notes on troubleshooting steps and resolutions.

Collaborate with other IT team members to resolve tickets efficiently and share knowledge of recurring issues.

Generate and analyze ServiceNow reports to identify trends and recommend improvements to support processes.

Customer Service:

Provide exceptional customer service and support to end-users, maintaining a high level of professionalism and empathy.

Communicate effectively with users, keeping them informed of the status of their tickets and any necessary follow-up actions.

Conduct remote and on-site support sessions as required to resolve issues promptly.

Training and Documentation:

Create and update technical documentation, including user guides, FAQs, and knowledge base articles.

Assist in the training of end-users on the use of IT systems, applications, and best practices for IT security.

Mentor and provide guidance to Level 1 helpdesk staff, sharing knowledge and expertise to enhance the overall team capability.

Continuous Improvement:

Identify opportunities for process improvements and contribute to the development of new support procedures.

Stay current with emerging technologies and industry trends, continuously enhancing technical skills and knowledge.

Participate in team meetings, training sessions, and professional development activities to remain informed and proficient.

Requirements

Education: Bachelor's degree in Information Technology, Computer Science, or a related field preferred, or equivalent experience.Experience: Minimum of 3 years of experience in a Level 2 helpdesk role or similar position.Technical Skills:

Proficiency in Microsoft Windows and Mac OS environments.

Strong knowledge of Microsoft Office Suite, including Office 365.

Experience with ServiceNow or similar IT service management tools.

Familiarity with network protocols, VPN, and remote desktop support.

Basic understanding of Active Directory, DNS, DHCP, and other network services.

Certifications: Relevant certifications such as CompTIA A+, Microsoft Certified: Modern Desktop Administrator Associate, or Apple Certified Support Professional are a plus.Soft Skills:

Excellent problem-solving and analytical skills.

Strong communication and interpersonal skills.

Ability to work independently and as part of a team.

High level of attention to detail and organizational skills.

Ability to manage multiple tasks and prioritize effectively in a fast-paced environment.

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