IT Service Desk Analyst

$41,600 - $41,600/Yr

InfiCare Solutions - San Diego, CA

Full-time - Entry Level

San Diego, CA

About the position

The Junior Service Desk Analyst role is focused on providing technical support and troubleshooting for end-users in a fast-paced environment. This position involves managing service tickets through the ServiceNow platform, ensuring timely updates and resolutions while coordinating with various resolver groups and vendors. The analyst will be responsible for diagnosing issues related to hardware and software, documenting processes, and assisting users with onboarding and training.

Responsibilities

• Own end-to-end responsibility for progressing each ticket logged onto Customer's ServiceNow.
• Manage tickets by priorities based on Customer specific business impact.
• Provide regular end-user updates and escalate issues within resolver groups or vendors.
• Troubleshoot, diagnose, and analyze issues related to laptops, desktops, mobiles, and peripherals.
• Utilize LogMeIn remote desktop tool for troubleshooting efforts with Customer users.
• Document activities, situational facts, communication, and troubleshooting in the knowledge base.
• Conduct IMACD activities and provide training and job-aids for new users.
• Coordinate with third-party vendors to manage the Asset Management lifecycle.
• Provide basic level knowledge to users on hardware and software usage, including onboarding orientations.

Requirements

• 1 year of experience in computer networking is required.
• Familiarity with ServiceNow or similar ticketing systems is preferred.
• Basic knowledge of hardware and software troubleshooting for MAC, PC, IOS, and Android devices.

Nice-to-haves

• Experience with remote desktop tools like LogMeIn.
• Knowledge of asset management processes and lifecycle.

Benefits

• $20 per hour pay rate.
• Contract position with a duration of 6 months.