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Service Desk Analyst - 19-00107

Full Time/Direct Hire
Contact for Details
01-24-2020 04:15 PM
Velocity Technology is currently seeking an experienced Serice Desk Analyst for our direct client in Nashville, TN. This is a full-time position with a competitive salary and benefits. Citizens and those authorized to work in the U.S. are encouraged to apply. Qualified candidates should send their resume (Word Format) along with salary requirements to Daniel Midoneck,

  • Be a part of building a World Class 24x7 Service Desk and supporting a fun and exciting user base
  • Provide first class customer services as the first point of technical contact for all employees
  • Interact with all levels of employees including senior and C-level management
  • Support cutting edge technologies in a fast-paced environment
  • Conduct remote and hands-on application support to internal and external Application Users
  • Maintain a high degree of business knowledge in the supported business areas and Applications, with deep understanding of operational processes and requirements
  • Support desktop users, business applications, network connectivity and VoIP
  • Perform Data Center Support and respond to requests and inquiries from users within the pre-determined timeframe of the Service Level Agreement
  • Provide 1st and 2nd level solutions to technical problems over the phone or desk side (onsite) to minimize the loss of production time in accordance with current Service Level Agreements.
  • Open, track, escalate, resolve and close each problem/inquiry/request in IT's service management system.
  • Understand and manipulate scripting in PowerShell, Python and JavaScript
  • Demonstrate competent use of Active Directory, JAMF, SCCM, Citrix Director and ServiceNow
  • Identify solutions to work around open issues/Problems that are under investigation or pending Resolution
  • Communicate issues and opportunities to the support team leadership
  • Identify Root Cause and implement continuous improvements to reduce repeat experiences
  • Create ad-hoc and custom reports for all systems in response to requests
  • Train End Users in use of Equipment and Software
  • Perform on-call duties in the off hours
  • Be able to lift and move computer equipment weighing 50-80 pounds
  • ITIL Certification
  • BS/BA in Computer Science, Information Technology, or an equivalent combination of education and/or experience
  • CompTIA A+, Network+, and CCNA certifications preferred
  • Experience in an enterprise service desk environment
  • Experience building and configuring workflows within ServiceNow
  • Completed the ServiceNow Admin course
  • Extremely detail oriented
  • Strong critical thinking and problem-solving capabilities
  • Excellent customer service orientation and verbal communication skills
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