IT SYSTEMS ANALYST III

Our client is looking for an IT SERVICE DESK IT SYSTEMS ANALYST III for a long term contract role in Lawrenceville GA. The Service Desk Technician is responsible for providing technical support to endusers of information technology systems. The Service Desk Technician will be responsible for providing timely and professional resolution of all service requests and incidents. The ideal candidate will possess excellent customer service skills technical proficiency and the ability to work well in a teamoriented environment.

Shift: MonFri shifts fall between 6 AM 6 PM

On site at Lawrenceville GA. No telework allowed. No overtime allowed

Skills:

Associates Degree in Information Technology or related field or equivalent experience

At least two years of experience in a technical support role

Excellent communication and customer service skills

Strong analytical and problemsolving skills

Experience using an IT ticketing and service management platform

Proficiency with Microsoft Windows operating systems and applications including Microsoft 365.

Ability to work effectively in a teamoriented environment

Ability to prioritize and manage multiple tasks simultaneously

Recommended Certifications:

ITIL 4 Foundation or ITIL 3 Foundation

HDI Customer Service Representative or comparable certification

Responsibilities:

Respond to all service requests and incidents in a timely and professional manner

Identify troubleshoot and resolve hardware and software issues related to desktops laptops printers mobile devices and other peripherals

Document all service requests and incidents accurately and comprehensively in the service management tool

Escalate complex or critical issues to the appropriate support teams following established procedures Provide remote support using remote desktop tools as required

Ensure that all service requests and incidents are resolved within the agreedupon service level agreements (SLAs)

Continuously monitor and update the service management tool to ensure that all tickets are uptodate and accurate

Participate in the development and maintenance of knowledge base articles and service desk procedures Provide support and guidance to endusers on the use of technology systems and applications