14 days old

Service Desk Analyst

Kelly Services
Carlsbad, CA 92008
**Service Desk Analyst**

**Position Summary**

The Service Desk Analyst role is to ensure proper computer operation so that end users can accomplish business tasks. This includes receiving, prioritizing, documenting and actively resolving end user help requests and escalating incidents when considered appropriate and necessary to maintain SLA expectations. Problem resolution may involve the use of diagnostic and help request tracking tools, as well as require that the individual give in-person, hands-on help at the desktop level. Responsible for the maintenance, configuration, and reliable operation of computer systems and projects when needed. Install hardware and software and participate in research and development to continuously improve and keep up with the IT business needs . Actively resolve problems and issues with computer and server systems to limit work disruptions and monitor all incoming calls, Service Desk Tickets, and all Tier 1 related issues with timely resolutions.

**Essential Job Functions**

Under the general guidance of Service Desk Manager, this position will be responsible for the following:

+ Serve as the first point of contact for employee computer-related problems

+ Assist with implementation and supporting 1 st level reported issues with SharePoint online.

+ Plan and work with Level 2 and 3 Engineers to implement EMS and MDM solutions.

+ Design and implement autopilot with Level 2 and 3 Engineers.

+ Perform installations, adds, moves, and changes for PCs, monitors, printers, and related peripherals

+ Setup, install, patch, and deploy Window-based computers

+ Help troubleshoot computers, VoIP telephone systems, and wireless network

+ Password resets/account lockout

+ Ensure backups are properly performed as required

+ Perform archive restores

+ Work with our IT team to implement new software and hardware technologies

+ Track and maintain equipment and devices inventory

+ Other duties may be assigned accordingly depending on issues changing throughout the day

+ Create procedures and documentation to align with ITIL and ITSM best practices.

+ Responsible for the maintenance, configuration, and reliable operation of computer systems, servers, and virtualization.

+ Rotating On-Call between Service Desk Team members.

+ Install and upgrade computer components and software and integrate automation processes

+ Troubleshoot hardware and software errors by running diagnostics, documenting problems and resolutions, prioritizing problems, and assessing impact of issues

+ Provide documentation and technical specifications to IT staff for planning and implementing new or upgrades of IT infrastructure.

+ Perform or delegate regular backup operations and implement appropriate processes for data protection, disaster recovery, and failover procedures.

+ Support and troubleshoot tier 1 server and networking related issues.


+ 2 - 4 years college or university program certificate with a minimum two years related experience in a computer, technical or Service Desk environment preferred; or equivalent combination of education and experience.

+ Demonstrated knowledge of Microsoft Exchange, Windows Operating Systems, and all Microsoft Office products necessary.

+ Superb customer service skills including the ability to develop and sustain effective working relationships across the organization.

+ Excellent written and verbal communication.

+ Experience establishing and managing multiple priorities within established time frames.

+ Ability to initiate, coordinate and organize projects and tasks through to completion.

**You should know:** Your safety matters! Vaccination against COVID-19 may be a requirement for this job in compliance with current client and governmental policies. A Kelly recruiter will confirm and share more details with you during the interview process.

**Why Kelly** **** **?**

By partnering with Kelly Technology, youll have direct connections to top companies around the globegiving you the chance to put your tech skills to work on some of todays most intriguing, innovative, and high-visibility projects. In a world where change is the only constant, our unparalleled connections and IT market expertise help you take your skills exactly where you want to go. Were here to help you gain experience, keep learning, and move your career forward.

**About Kelly** ****

At Kelly, were always thinking about whats next and advising job seekers on new ways of working to reach their full potential. In fact, were a leading advocate for temporary/nontraditional workstyles, because we believe they allow flexibility and tremendous growth opportunities that enable a better way to work and live (plus, did we mention we provide a ton of benefits ?). Connecting great people with great companies is what we do best, and our employment opportunities span a wide variety of workstyles, skill levels, and industries around the world.

Kelly is an equal opportunity employer committed to employing a diverse workforce and providing accommodations for people with disabilities in all parts of the hiring process as required under its Employment Accommodation Policy. Kelly will work with applicants to meet accommodation needs that are made known to Kelly in advance.
Posted: 2022-07-25 Expires: 2022-08-25

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Service Desk Analyst

Kelly Services
Carlsbad, CA 92008

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