Service Desk Analyst
On site 5 days/week- Tucker, GA
6 month W2 Contract to hire w/ benefits
 
*Not open to c2c
 
 
Service Desk Analyst Responsibilities:

• The IT Service Desk Analyst is responsible for delivering exceptional IT support services across the enterprise. This includes providing technical assistance, resolving complex IT problems, managing incident and service requests. The role ensures system usability, reliability, and customer satisfaction, with a strong emphasis on customer service.

• The Service Desk Analyst manages and resolves IT-related issues, monitors system performance, and troubleshoots issues. They implement IT service management best practices, and plan and perform IT service improvements.

• The role involves close collaboration across various technical and business teams, providing technical support and expertise. The Service Desk Analyst documents IT issues, their resolutions, and department processes while preparing reports and metrics on IT service performance. This opportunity offers a diverse range of tasks and the potential for continuous learning and growth.

• This position requires a strong customer service focus, positive attitude, and excellent oral and written communications skills.

• Responsible for compliance with all applicable laws, regulations, industry standards, corporate policies, guidelines and procedures, including but not limited to, RUS, OSHA, SOX, NERC, FERC and ITS requirements. Promotes an environment of compliance and continuous improvement to meet the Corporation’s goals and objectives.

 
Service Desk Analyst Requirements:

• Experience: Minimum of 2 years in providing technical support, managing incidents, and improving IT service delivery.
• Equivalent Experience: Minimum of 6 years of relevant experience may also be considered.
• Responsibility: Independently provides technical support, manages incidents, and improves IT service delivery. Begins to take on more complex IT support tasks.

• The hourly pay rate for this position is $25-40.  Benefits available to full-time employees: medical, dental, vision, disability, life insurance, 401k and commuter benefits.
• Extensive experience with desktop hardware and software issues, including operating systems (Windows and macOS), application support, network connectivity, and peripheral devices (printers, scanners, monitors, etc.).
• Proficiency in mobile device support, particularly iPhones and iPads, including setup, configuration, troubleshooting, and integration with enterprise systems.
• Experience in supporting AV and conference room infrastructure.
• Strong knowledge of IT service management best practices and tools.
• Tools and Technologies:
• Experience with remote access tools (e.g., VPN, Remote Desktop, etc.)
• Proficient in Microsoft Office 365 and related cloud-based solutions (e.g., Teams, OneDrive).
• Experience with ITSM tools such as ServiceNow, Ivanti ITSM, etc.
• Security:
• General understanding of network and system security best practices.
• Strong ability to execute standardized security protocols and playbooks
• Other:
• Knowledge of ITIL processes and best practices.
• Soft Skills:
• Excellent problem-solving/analytical skills and attention to detail.
• Good oral and written communication and interpersonal skills.
• Exceptional customer service skills, including the ability to interact professionally with a diverse group of customers including executives, Board members, etc.
• Ability to work under pressure and stay calm/focused when working with irate users
• Excellent customer service focus and positive attitude.
• Desire to learn new skills and improve
• Ability to work independently and as part of a team.

 
 
Service Desk Analyst Preferred:

• Licenses, Certifications and/or Registrations:
  • Relevant certifications are a plus:
  • A+
  • Microsoft Windows/M365 certifications
  • ITILv3 or ITILv4 Foundation
  • HDICS Certification (or similar)

 
 
Synergis is proud to be an Equal Opportunity Employer.  We value diversity and do not discriminate on the basis of race, color, ethnicity, national origin, religion, age, gender, gender identity, political affiliation, sexual orientation, marital status, disability, military/veteran status, or any other status protected by applicable law.
 
Qualified applicants with arrest or conviction records will be considered for employment in accordance with the requirements of applicable state and local laws, including but not limited to, the San Francisco Fair Chance Ordinance, the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance, the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act.
 
For immediate consideration, please forward your resume to agaede@synergishr.com
 
If you require assistance or an accommodation in the application or employment process, please contact us at agaede@synergishr.com.
 
Synergis is a workforce solutions partner serving thousands of businesses and job seekers nationwide. Our digital world has accelerated the need for businesses to build IT ecosystems that enable growth and innovation along with enhancing the Total Experience (TX). Synergis partners with our clients at the intersection of talent and transformation to scale their balanced teams of tech, digital and creative professionals. Learn more about Synergis at www.synergishr.com.