Help Desk Service Desk Analyst III 4P767

Position: Help Desk / Service Desk Analyst III

Location: 600 18th St N Birmingham AL 35203
Duration: 3 Years

Client: Southern Company Services

Job Summary

Southern Company Services is seeking aHelp Desk / Service Desk Analyst IIIto provide frontline technical support and serve as the primary point of contact for IT incidents and service requests in a24x7 Technology Service Deskenvironment. The ideal candidate will combine exceptional customer service with strong technical troubleshooting skills to resolve hardware software network and application issues while ensuring a positive end-user experience.

Key Responsibilities

Provide first-level technical support for hardware software network and application issues.

Respond to service requests and incidents via phone email and ticketing systems.

Troubleshoot Windows desktop printer network and telecommunications issues.

Document incidents resolutions and technical solutions accurately.

Coordinate with Infrastructure Application Support and Workplace Support teams.

Escalate complex issues and monitor incidents through resolution.

Ensure compliance with IT policies procedures and SOX controls.

Deliver exceptional customer service in a fast-paced support environment.

Required Qualifications

Bachelors degree in Information Technology Computer Science or related field preferred.

13 years of IT Help Desk or Service Desk experience.

Strong knowledge of Windows operating systems desktop hardware networking (LAN/WAN) and Microsoft Office.

Experience with IT ticketing systems (Remedy experience preferred).

Excellent troubleshooting communication and customer service skills.

Ability to prioritize multiple tasks and work independently.

Preferred Skills

Help Desk Service Desk Windows 10/11 LAN/WAN Active Directory Microsoft Office Remedy IT Support Desktop Support Network Troubleshooting Customer Service Incident Management Technical Support Ticketing Systems