64,946 Help Desk jobs in the United States

• Provides technical assistance to both internal and external customers for tier one issues.
• This position requires handling a high volume of calls in a call center environment focused on customer service.
• Internal customer support involves troubleshooting hardware, software, and connectivity issues.
• The Analyst will be responsible for escalation to the appropriate second tier support, opening tickets with various vendors, and escalation to Senior level management.
• External customer support ranges from general website support, assistance with password resets, online account management and the provisioning of mobile driver's licenses.
• The Analyst will be expected to provide a high level of customer service while handling a large volume of calls and difficult situations all the way to completion of the ticket.
• Oversee the daily performance of computer systems and applications.
• Answer user inquiries regarding computer software or hardware operation to resolve problems.
• Monitor ticket queues, assign tickets to appropriate internal and external support staff, escalate tickets until resolved.
• Confer with users or conduct computer diagnostics to investigate and resolve problems or to provide technical assistance and support.

• High School diploma or GED
• Six months of experience handling customers, questions, complaints, and/or providing information in a call center environment.

• 2+ years' experience performing as Helpdesk Technician with hands on knowledge in resolving issues with Outlook, MS Office, Win 7 and 10.
• Vocational/Technical degree in computer applications, computer technology or a closely related area from an accredited college

• Knowledge of Apple iOS

• Vocational/Technical degree in computer applications, computer technology or a closely related area from an accredited college
• Experience performing as Helpdesk Technician with hands on knowledge in resolving issues with Outlook, MS Office, Win 7 and 10, Active Directory.
• Monitor ticket queues, assign tickets to appropriate internal and external support staff, escalate tickets outside of SLA's until resolved.
• Install and perform minor repairs to hardware, software, or peripheral equipment, following design or installation specifications.
• Answer user inquiries regarding computer software or hardware operation to resolve problems.
• Bilingual - Spanish
• Call Center exp

• Provide technical support for internal and external customers, focusing on Tier 1 hardware, software, and connectivity issues.
• Handle a high volume of calls in a professional, customer service-oriented environment.
• Troubleshoot internal hardware and software problems, escalating complex issues to second-tier support or senior management.
• Support external users with website access, password resets, online account management, and provisioning of mobile driver's licenses.
• Monitor ticket queues and ensure timely assignment and escalation to appropriate support staff or vendors.
• Oversee daily performance of computer systems and applications.
• Conduct diagnostics and communicate resolutions effectively with end-users.

• High School diploma or GED.
• Minimum 6 months of experience in a call center environment handling customer questions, complaints, or information requests.

• 2+ years of experience as a Helpdesk Technician, with hands-on knowledge of troubleshooting Outlook, Microsoft Office Suite, Windows 7 and 10.
• Vocational/Technical degree in computer applications, computer technology, or a related field from an accredited institution.
• Familiarity with pple iOS platforms and support.

• Vocational/Technical degree in computer applications, computer technology, or a closely related area from an accredited college.
• Experience performing as a Helpdesk Technician with hands-on knowledge in resolving issues with: Outlook, Microsoft Office, Windows 7 and 10, Active Directory
• bility to monitor ticket queues, assign tickets to appropriate internal and external support staff, and escalate tickets outside of SLAs until resolved.
• Skilled in installing and performing minor repairs to hardware, software, or peripheral equipment according to design or installation specifications.
• Proficient in answering user inquiries regarding computer software or hardware operations to resolve problems.
• Bilingual in Spanish.
• Prior experience working in a call centre environment.

PSR Associates is a consulting and talent solutions firm that connects qualified IT professionals with great opportunities. Whether you're looking for a contract or permanent position, we can help you find the right fit for your skills and experience. We have a team of experienced recruiters who know the IT industry inside and out, and we work with you every step of the way to ensure a smooth and successful transition. PSR Connecting Talent, Crafting Success.

Help Desk Analyst

Onsite in Conyers, GA.

Provides technical assistance to both internal and external customers for tier one issues. This position requires handling a high volume of calls in a call center environment focused on customer service.

Internal customer support involves troubleshooting hardware, software, and connectivity issues. The Analyst will be responsible for escalation to the appropriate second tier support, opening tickets with various vendors, and escalation to Senior level management.

External customer support ranges from general website support, assistance with password resets, online account management and the provisioning of mobile driver's licenses. The Analyst will be expected to provide a high level of customer service while handling a large volume of calls and difficult situations all the way to completion of the ticket.

Job Responsibilities
• Oversee the daily performance of computer systems and applications.
• Answer user inquiries regarding computer software or hardware operation to resolve problems.
• Monitor ticket queues, assign tickets to appropriate internal and external support staff, escalate tickets until resolved.
• Confer with users or conduct computer diagnostics to investigate and resolve problems or to provide technical assistance and support.

Minimum Qualifications:
• High School diploma or GED
• Six months of experience handling customers, questions, complaints, and/or providing information in a call center environment.

Preferred Qualifications
• 2+ years' experience performing as Helpdesk Technician with hands on knowledge in resolving issues with Outlook, MS Office, Win 7 and 10.
• Vocational/Technical degree in computer applications, computer technology or a closely related area from an accredited college
• Knowledge of Apple iOS

*** Please note that any false information on your resume or application could lead to the offer being withdrawn or even termination after hire.***

Our client, is seeking a Help Desk Analyst to join their team in Topeka, KS. As a Help Desk Analyst, you will be resolving a variety of Service Desk ticket problems with good judgment, attention to detail, persistence, and in a timely manner

Job Title: IT Help Desk Analyst

Location: Topeka, Kansas

Pay Range: 20$/ - 22$/hr

What's the Job?

• Able to provide direct, telephone based and remote control/diagnostic support services to include software, hardware, and network connectivity support to internal users on standard PCs, laptops, various mobile devices, Windows desktop applications and technologies including MS Office365, Outlook, Edge, Adobe Reader, VPN connectivity, Citrix, printers, and applications developed and/or hosted in-house. Support is provided in a process-oriented environment with Service Level Objectives and specific focus on exceeding customers expectations by delivering quality customer service

• With minimal supervision, uses technical expertise and established guidelines to complete routine and assigned tasks accurately and in a timely manner.

• Consistently uses courtesy while providing support to end users. Asks questions to gather information about the problem and listens carefully. Guides the user through diagnostic and resolution procedures, using clear and concise directions.

• Resolves a variety of Service Desk ticket problems with good judgment, attention to detail, persistence, and in a timely manner. Documents, tracks, and monitors trouble tickets to resolution.

• Follows policies and procedure to ensure corporate data security.

• Executes and enforces user access guidelines and procedures.

• Demonstrates working knowledge of and troubleshoots configuration and connectivity to client/server and web-based enterprise applications and mobile-workforce applications.

• Responds positively and promptly to coworker requests for assistance.

• Participates in assigned projects, contributing to their accurate and timely completion.

• Communicates effectively with all levels of employees, both technical and non-technical.

• Candidate will be required to report to their assignment for up to 1 or 2 weeks to receive the necessary equipment and training for this position. Once established this position will be WFH 3-4 days a week, with 1 day a week in-office or as scheduled.

What's Needed?

• Candidate must be familiar with Incident Management software and processes, remote management tools, and has higher than average customer service skills.

• Experience with ServiceNow, Office 365, Citrix, and Mobile Device Operating Systems is preferred.

• In addition to normal office work conditions, candidate must have the ability to perform the physical activities of the job.

• Valid driver's license required.

If this is a role that interests you and you'd like to learn more, click apply now and a recruiter will be in touch with you to discuss this great opportunity. We look forward to speaking with you!

About ManpowerGroup, Parent Company of: Manpower, Experis, Talent Solutions, and Jefferson Wells

ManpowerGroup® (NYSE: MAN), the leading global workforce solutions company, helps organizations transform in a fast-changing world of work by sourcing, assessing, developing, and managing the talent that enables them to win. We develop innovative solutions for hundreds of thousands of organizations every year, providing them with skilled talent while finding meaningful, sustainable employment for millions of people across a wide range of industries and skills. Our expert family of brands - Manpower, Experis, Talent Solutions, and Jefferson Wells - creates substantial value for candidates and clients across more than 75 countries and territories and has done so for over 70 years. We are recognized consistently for our diversity - as a best place to work for Women, Inclusion, Equality and Disability and in 2022 ManpowerGroup was named one of the World's Most Ethical Companies for the 13th year - all confirming our position as the brand of choice for in-demand talent.

ManpowerGroup is committed to providing equal employment opportunities in a professional, high quality work environment. It is the policy of ManpowerGroup and all of its subsidiaries to recruit, train, promote, transfer, pay and take all employment actions without regard to an employee's race, color, national origin, ancestry, sex, sexual orientation, gender identity, genetic information, religion, age, disability, protected veteran status, or any other basis protected by applicable law.

Description

Job Title: Help Desk Analyst, Tier 1

Location: Stockton, CA

Duration: 6 Months + Contract

TEKsystems' client is seeking a tier 1 Help Desk Analyst to join their team immediately. We are looking for interested candidates with 2-3 years of IT support experience in a small to medium scale environment supporting 300 + end users alongside the systems administrator on-site.

Tools: ServiceNow, Office 365 - word, excel, powerpoint, sharepoint, MS Teams, Active Directory, MFA, AutoPilot, Intune, Hardware/software/network configurations and installations.

Top Skills:

1. 5+ years of Desktop Support or Equivalent (need a strong understanding of computer hardware and software support)

2. Proficiency in troubleshooting techniques

3. Excellent communication and customer service skills to interact effectively with users

Responsibilities/Tasks:

• Identifying the root cause of computer problems related to hardware, software, operating systems, network connectivity, and peripherals.

• Diagnosing and fixing network issues like connectivity problems, DNS errors, and IP conflicts

• Installing and updating applications, drivers, and operating systems on user workstations.

• Creating, modifying, and deleting user accounts, managing access permissions, and resetting passwords.

• Identifying and resolving hardware issues like faulty RAM, hard drive problems, malfunctioning peripherals, and monitor issues.

• Implementing and enforcing security policies on user workstations, including password management and software updates.

• Logging, tracking, and prioritizing user reported issues within a ticketing system (ServiceNow).

• Providing basic computer training to users on new applications or features

• Working with department end users to confirm functionality, verifying everything is correct with department heads.

• Data collection and reporting.

Skills Need:

• Proven experience as a Help Desk Analyst or similar role.

• Network Troubleshooting Skills

• Experience within an enterprise or corporate setting.

• CompTIA A+ certification or equivalent experience.

• Strong knowledge of Windows operating systems and imaging software.

• Excellent problem-solving and troubleshooting skills.

• Strong communication and interpersonal skills.

• Ability to work independently and as part of a team.

• Attention to detail and strong organizational skills.

• Familiarity with healthcare IT systems and compliance standards is a plus.

Skills

Imaging, Windows, Desktop, Windows 10, Troubleshooting, Install, Deployment, Hardware, Printers, Ticketing system, Microsoft office, Active directory, Customer service, ServiceNow, inventory tracking, Office 365, Outlook

Top Skills Details

Imaging, Windows, IT Support, Windows 10/11, Troubleshooting, Installations, Deployment, Hardware, Printers, Ticketing system, Microsoft office

Additional Skills & Qualifications

• Proven experience as a Desktop Technician or similar role.

• Network Troubleshooting Skills

• Experience within an enterprise or corporate setting.

• CompTIA A+ certification or equivalent experience.

• Strong knowledge of Windows operating systems and imaging software.

• Excellent problem-solving and troubleshooting skills.

• Strong communication and interpersonal skills.

• Ability to work independently and as part of a team.

• Attention to detail and strong organizational skills.

• Familiarity with healthcare IT systems and compliance standards is a plus.

Experience Level

Intermediate Level

Pay and Benefits

The pay range for this position is $23.00 - $23.00/hr.

Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following:

• Medical, dental & vision • Critical Illness, Accident, and Hospital • 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available • Life Insurance (Voluntary Life & AD&D for the employee and dependents) • Short and long-term disability • Health Spending Account (HSA) • Transportation benefits • Employee Assistance Program • Time Off/Leave (PTO, Vacation or Sick Leave)

Workplace Type

This is a fully onsite position in Stockton,CA.

Application Deadline

This position is anticipated to close on Jul 18, 2025.

h4>About TEKsystems:

We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.

The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

About TEKsystems and TEKsystems Global Services

We’re a leading provider of business and technology services. We accelerate business transformation for our customers. Our expertise in strategy, design, execution and operations unlocks business value through a range of solutions. We’re a team of 80,000 strong, working with over 6,000 customers, including 80% of the Fortune 500 across North America, Europe and Asia, who partner with us for our scale, full-stack capabilities and speed. We’re strategic thinkers, hands-on collaborators, helping customers capitalize on change and master the momentum of technology. We’re building tomorrow by delivering business outcomes and making positive impacts in our global communities. TEKsystems and TEKsystems Global Services are Allegis Group companies. Learn more at TEKsystems.com.

The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

Description

The RJ TSC (Technical support center) is looking to bring on resources to start August 15th. Their help desk is currently 84 agents (FTE and contractors), they support several thousand internal users, hundreds of applications from microsoft to proprietary. Users can expect to take anywhere from 10-30 calls a day, the desk takes 800-1100 calls per day. They use servicenow as their ticketing system.

The TSC is RJ's level 1 help desk, but a very complex level 1. Service 600-800 proprietary apps besides big apps like microsoft / adobe and things like that. 30,000 end users - large user base. User base is people in RJ home office, RJ branches that are all domain. Since it is such a complicated desk, they need someone who can pivot, adjust, use critical thinking skills to work through problems. What they have noticed is that soft skills like a basis of logical thinking, go getter attitude, white glove customer service are what they really need. Financial advisors are like doctors - they want that level of service like they are doing heart surgery. Need someone with the ability to find information, ability to know where to go to find information . mental agility.

They really want candidates who are newer in their career - ideally 2-3 years in a similar complex environment. They are open to green candidates too. They have a fairly rigorous new hire training, and need sharp candidates who are willing to learn their products and processes and find they are most successful :)

About the Technology Service Center

What They Do: The Technology Service Center provides personalized service to branch and home office associates through the dedication of Technology Service Representatives. Any technical issue or requests that Raymond James associates may have should contact the TSC department for assistance.

TSC Representatives will work a hybrid schedule in office 8 days per month. While working remotely, candidates must have a suitable area to work, reliable internet access, and availability to work an 8 hour shift between the hours of 6:30am-9:00pm EST.

Job Summary: With the goal of providing superior service and first contact resolution, delivers front line technical support to customers via multiple communication channels in a customer contact center environment. Uses detailed instructions, established procedures and prescribed guidelines to resolve technical issues and complete tasks for end users. This position is 100% on the phones.

Job Duties:

• Provides solutions to a wide variety of technology related problems, issues, and questions or escalates to appropriate support area.

• Enters complete and accurate information into contact tracking database and follows up with customer as needed to provide total ticket ownership.

• Utilizes knowledge management tools to help resolve client issues.

• Assists clients in completing online forms to attain various systems, services, hardware, software, and/or entitlements.

• Assists customers in performing basic software installations.

• Conducts basic diagnoses of software/hardware to troubleshoot connectivity problems.

• Escalates trends and outages as needed to leadership and for Service News postings.

• Manages time in customer contact center setting and documents time via activity codes.

• Utilizes required activity codes to provide awareness of non-phone related activities.

Required Skills

• At least 3 years of recent help desk troubleshooting experience in a call center environment

• Basic technical knowledge of the following: Installing, troubleshooting and maintaining computer hardware and software

• Basic technical knowledge of the following: operating systems (OS), mobile devices, networking, business applications and security products

• Available to work non-standard shifts including nights, weekends and some holidays

• Very strong written and oral communication skills

• Strong analytical and problem solving skills

• Maintaining a professional demeanor at all times as they will be handling calls from various levels of RJ employees

New Hire Training

• TSC New Hire training is a lot like going “back to school”. The trainers will expect everyone to participate, be engaged, take notes, and ask questions.

• Quizzes will be administered throughout the training period to assess your learning progress.

• There will be a final test at the end of the training period in which a score of 80% or higher is required to graduate from training. If you do not receive at least an 80% or higher, your assignment with Raymond James will be ended. Associates cannot retake quizzes or tests.

Skills

remote support

Top Skills Details

remote support

Experience Level

Intermediate Level

Pay and Benefits

The pay range for this position is $27.00 - $29.00/hr.

Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following:

• Medical, dental & vision • Critical Illness, Accident, and Hospital • 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available • Life Insurance (Voluntary Life & AD&D for the employee and dependents) • Short and long-term disability • Health Spending Account (HSA) • Transportation benefits • Employee Assistance Program • Time Off/Leave (PTO, Vacation or Sick Leave)

Workplace Type

This is a hybrid position in Denver,CO.

Application Deadline

This position is anticipated to close on Jul 15, 2025.

h4>About TEKsystems:

We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.

The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

About TEKsystems and TEKsystems Global Services

We’re a leading provider of business and technology services. We accelerate business transformation for our customers. Our expertise in strategy, design, execution and operations unlocks business value through a range of solutions. We’re a team of 80,000 strong, working with over 6,000 customers, including 80% of the Fortune 500 across North America, Europe and Asia, who partner with us for our scale, full-stack capabilities and speed. We’re strategic thinkers, hands-on collaborators, helping customers capitalize on change and master the momentum of technology. We’re building tomorrow by delivering business outcomes and making positive impacts in our global communities. TEKsystems and TEKsystems Global Services are Allegis Group companies. Learn more at TEKsystems.com.

The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

System One has an exciting IT Support opportunity with a partner in the Tulsa, OK area. This position is a contract to hire opportunity requiring in-person, on-site work during normal business hours.

Successful candidates must be able to provide proof of ability to work in the U.S. without sponsorship. This position is not open to corp-to-corp, subcontractor or independent consulting arrangements.

Requirements

• Associate degree, Bachelor's degree preferred

• Two years of industry experience or equivalent military experience

• Minimum of CompTia A+ Certification OR ability to obtain A+ or Net+ certification within six months of hire

• Proficient in Active Directory, Office 365, Windows Desktop OS (up to the most recent version), Windows Server OS (up to the most recent version), Network connectivity, Wireless Connectivity, and Network Security

• Experience with and usage of various applications, including PowerShell, SSL Certificate, Security, both virtual and physical server environments, back-up solutions and data restoration, and phone system implementation and management

• Experience with anti-virus solutions, vulnerability management tools, monitoring, and alerting solutions

• Email management

• CCNA or similar experience a plus

• Valid Oklahoma driver's license and clear driving record

The Job

• Front-line Customer Service Representative

• Provide end-user technical support on all hardware and software applications; troubleshoot networks, systems, and applications to identify and resolve issues

• Contact clients (by phone or through ticketing system) to gather information needed for effective equipment installations

• Manage, administer, and maintain corporate IT systems including, but not limited to:

• Virtual Servers

• Microsoft Domain and Active Directory Environments

• Routers

• Switches

• Wireless Access points

• Firewalls

• VPN connectivity and SASE solution

• VoIP phone systems

• Management of anti-virus solutions, vulnerability management tools, monitoring, and alerting solutions

• Able to quickly learn and support line of business applications

• Work with existing hardware/software vendors for issue resolution

• Document all time within the ticketing system (in real-time), ConnectWise Manage, and keep service tickets updated in real-time

• Maintain backup systems to ensure all data is protected

• Achieve and exceed established activity standards (service calls, response times, etc.)

Qualities Required

• Excellent critical thinking skills, ability to quickly identify issues and implement resolutions

• Possess exceptional organizational skills and time, calendar management skills

• Ability to multi-task and prioritize effectively

• Work under moderate pressure created by deadlines and work volume

• Personify friendliness and exhibit ability to get along with others

• Demonstrate a desire to learn new skills, and a desire/urgency to accomplish tasks

• Possess the interpersonal skills necessary to communicate effectively with all levels of vendors, associates, and clients.

• Communicate clearly in verbal and written English

Physical Requirements

• Able to stand, bend over, squat or sit for prolonged periods of time

• Able to use hands to handle and feel for objects and controls

• Able to carry computer equipment and other accessories up and down stairs

Wage: Commensurate with experience

Ref: #208-Eng Tulsa

System One, and its subsidiaries including Joulé, ALTA IT Services, CM Access, TPGS, and MOUNTAIN, LTD., are leaders in delivering workforce solutions and integrated services across North America. We help clients get work done more efficiently and economically, without compromising quality. System One not only serves as a valued partner for our clients, but we offer eligible full-time employees health and welfare benefits coverage options including medical, dental, vision, spending accounts, life insurance, voluntary plans, as well as participation in a 401(k) plan.

System One is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, age, national origin, disability, family care or medical leave status, genetic information, veteran status, marital status, or any other characteristic protected by applicable federal, state, or local law.

Summary

Job title: Help Desk Analyst

Job ID: 202596390001

Department: Help Desk

Location: TX-Irving

Description

Summary:

This position provides phone support for software and hardware related issues. Candidate will be required to determine the nature of the problem, analyze root causes and resolve or escalate the issues in a timely manner. This individual's prime responsibility is to ensure that CED's 500+ Profit Center locations receive a very high level of service in a timely and professional manner.

This individual must possess excellent communication and customer service skills in addition to being a good problem solver. They have the ability to make decisions quickly and independently in a fast-moving call center environment.

Reports to: Manager of IT Service Ctr

Minimum Qualifications:

· Experience supporting end users to set-up, operate and troubleshoot personal computers, printers, and external computer peripherals

· Demonstrable experience learning new software and hardware in an independent manner

· Experience using Microsoft Word, Excel, and Outlook

· High level of proficiency to read, write, and communicate orally in English, especially I.T. technical terms and concepts

Preferred Qualifications:

· Experience taking calls in a fast paced environment

Working Conditions:

This position operates in a professional office environment and is largely a sedentary role. It requires the ability to sit for extended periods of time.

Supervisory Responsibilities: No

Essential Job Functions:

· Provide phone support for software and hardware related issues while following company process and procedures

· Persuade users to follow company process and procedures and handle potentially inflammatory situations with composure

· Meet or exceed call-answering quantity and quality standards

· Work assigned shifts and meet or exceed attendance standards

CED is an Equal Opportunity Employer - Disability | Veteran

Other Compensation:

The following additional compensation may be applicable for this position:

• Profit Sharing

Benefits:

Benefits available for this position are:

• Insurance - Medical, Dental, Vision Care for full-time positions

• Disability Insurance

• Life Insurance

• 401(k)

• Paid Sick Leave

• Paid Holidays

• Paid Vacation

• Health Savings Account (HSA) and matching

• Teledoc

• Paid Pregnancy & New Parent Leave

Information Management Group, Inc. (IMG) is a trusted leader in delivering innovative IT and cybersecurity solutions with a commitment to excellence, customer satisfaction, and professional growth for over 30 years. IMG is hiring a Help Desk Analyst to support a project in Schenectady, NY. This individual must have an active DOE Q clearance or DoD Top Secret clearance at a minimum. This individual will be a full-time employee and will be responsible for providing Help Desk services to coordinate and respond to Incidents and Service Requests made by end users, technical staff, and external vendors. 

Key Responsibilities

• Improve IT customer service and Incident Resolution speed through expanded service hours,self-service abilities, and skilled Help Desk staff in the areas of industry-standard IT products.
• Improve efficiency and effectiveness by adopting Supplier-leveraged knowledgedatabases and best practices in the areas of customer reporting, logging, tracking, resolving of ITIncidents and Service Requests.
• Improve efficiency and effectiveness by early identification and addressing of root causes oftechnical incidents, including working with specialized entities for resolution.
• Have the ability to acquire skilled Help Desk support for new technologies early in their life cycle,while maintaining support for older technologies.
• Perform work in accordance with all applicable Standard Operating Procedures (SOPs),High Risk Procedures (HRPs) and corporate standard policies and procedures.
• Triage tickets via two (2) communication channels: telephone, web, and walk-ins. The current Help Desk provides phone support and support through tickets submitted by personnel via the web.
• Maintain ticketing system knowledgebase through flagging incorrect articles and makingminor edits or revisions, as well as suggesting new articles and deleting outdated articles.

Requirements

• High school diploma
• IT help desk/call center experience
• Minimum required years of experience can vary depending on highest degree level:
  • High school diploma + 7 years
  • Associate's Degree + 5 years
  • Bachelor's Degree + 1 year
• Basic understanding of MS Office software suite
• Basic understanding of computer equipment and core client system software
• Strong customer service skills
• Experience presenting technical solutions and concepts through verbal and written communications in a clear and concise manner
• Active DOE Q or DoD Top Secret clearance

Hourly rate : $25-36

Founded in 1987, IMG is a leading small business that exemplifies competence, integrity and follow-through. We consistently provide customer focused professional services, which ensures our company is recognized for continually exceeding expectations. We believe that at the core of our success stand our people. Our people have provided professional services in the Information Technology field for our customers with a commitment to customer satisfaction for over 35 years.

IMG Benefits:

• Health, dental, vision, and life insurance
• Short term and long term disability insurance
• 401(k) with generous company match
• Flexible Spending Accounts (FSA) and Health Savings Accounts (HSA)
• Personal leave plus paid federal holidays
• Professional development and training assistance

IMG is an e qual opportunity employer including disability and protected veterans or other characteristics protected by law.