Service Desk Analyst

job summary:
Serve as a Service Desk Analyst for Randstad Technologies, providing Level 1 IT support to customers through phone support and remote access. Responsibilities include assisting end users with basic technical issues, troubleshooting workstations, and supporting VPN and RDP connections. Prior experience or training with workstation support, VPNs, and remote desktop tools is required.

Shifts: 7:00 AM - 4:00 PM EST (Monday-Friday) or 11:00 AM - 8:00 PM EST (Monday-Friday)

location: Telecommute
job type: Solutions
work hours: 8am to 4pm
education: High School

responsibilities:
Work closely with internal IT teams and/or customers to resolve issues in a timely manner

Coordinate and transition incidents to escalation teams and/or the customer when required

Use the IT Service Management (ITSM) tool to log, track, manage, and report on incidents and service requests

Provide software support for both standard and customer-specific applications

Troubleshoot and resolve technical issues related to Windows Server 2019, Windows 10 desktops and laptops, and smart devices

Deliver day-to-day support for end-user devices, including desktops, laptops, printers, mobile devices, client applications, RDP, Citrix, and standard software

Handle incoming customer calls, accurately identify issues, and document details in the ticketing system

Monitor ticket queues, resolve support requests, and document incident resolutions

Perform IT administrative tasks as assigned

Provide proactive support services to prevent recurring issues

Assist in creating and maintaining knowledge base articles

qualifications:
Required Skills - Help Desk support experience

Strong customer service skills

Accurate ticket documentation

Clear and effective communication

Self-sufficient and able to work independently

Job Requirements - Experience troubleshooting Windows-based desktops and mobile computers, including hardware (component isolation and testing), network, and software issues (Windows 10 and Windows 11). Support for iOS and Android devices is a plus.

Working knowledge of the Microsoft Office suite or equivalent, including Outlook, Word, Excel, and related applications.

Experience, training, or transferable skills with Windows Server, Azure, Intune, and other cloud services is a plus.

Familiarity with email systems and a willingness to learn Microsoft Exchange administration.

Solid understanding of internet and network fundamentals, including web services, email, VPN, RDP, and basic firewall concepts.

Additional helpful (but not required) experience includes SQL Server, corporate antivirus tools, Microsoft Teams, SharePoint, backup software, Zoom Phone, and end-user training.

Ability to work flexible hours as needed.

Desired Skills & Experience - Ability to communicate clearly and effectively with customers and coworkers across a wide range of technical skill levels

Strong teamwork and collaboration skills

Experience troubleshooting computers and web browsers

Familiarity with ticketing systems

Dependable and reliable

Consistently punctual

Shifts: 7:00 AM - 4:00 PM EST (Monday-Friday) or 11:00 AM - 8:00 PM EST (Monday-Friday)

skills:
iOS,backup software,cloud services,computers,firewall,ticketing systems,Azure,Excel,Microsoft Exchange,Intune,Microsoft Office suite,Outlook,SQL Server,SharePoint,Windows 10,Windows 11,Word,network fundamentals,remote access,remote desktop,software issues,VPN,VPNs,web browsers,web services,Windows Server,flexible,Clear and effective communication,Ability to communicate,willingness to learn,troubleshooting,punctual,Self-sufficient,able to work independently,Strong teamwork,Dependable and reliable,administration,end-user training,Strong customer service skills,Zoom,Microsoft Teams,phone support,collaboration skills,technical skill,IT support,testing,transferable skills,Service Desk,workstation

Equal Opportunity Employer: Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status.

At Randstad Digital, we welcome people of all abilities and want to ensure that our hiring and interview process meets the needs of all applicants. If you require a reasonable accommodation to make your application or interview experience a great one, please contact [email protected].


Pay offered to a successful candidate will be based on several factors including the candidate's education, work experience, work location, specific job duties, certifications, etc. In addition, Randstad Digital offers a comprehensive benefits package, including: medical, prescription, dental, vision, AD&D, and life insurance offerings, short-term disability, and a 401K plan (all benefits are based on eligibility).

This posting is open for thirty (30) days.

It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.