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Service Desk Support Specialist

hace 2 meses

Coto Laurel Barrio, Puerto Rico Randstad Usa A tiempo completo
Job Title: Service Desk Analyst

We are seeking a skilled Service Desk Analyst to join our team at Randstad USA. As a Service Desk Analyst, you will be responsible for providing technical support to our clients, troubleshooting and resolving end-user issues, and fulfilling IT requests.

Key Responsibilities:
  • Provide IT Service Desk and desk-side support to all users
  • Maintain and provision desktops, laptops, tablets, mobile devices, printers, projectors, and other office equipment
  • Use ServiceNow incident logging system to maintain incidents and requests through the complete ticket life cycle
  • Perform trouble call resolution, diagnosis of complex problems, and advanced problem resolution
  • Conduct end-user orientation and training for new hires
  • Provision and administer user accounts, distribution groups, and security groups in Active Directory
  • Rotate shifts/work alternative shifts when needed to support 24x7 production environment
  • Escalate to operations, solutions, infrastructure engineering, or appropriate resolver team when assistance is needed
Requirements:
  • 2-5+ years of experience in a mid-to-large enterprise
  • Strong customer focus and excellent communication skills
  • Proficient with Microsoft Windows OS, Office 365, Exchange/Outlook, and Active Directory
  • Familiarity with PC and Mac support tools and software distribution tools
  • Experience providing asset management support and using remote diagnostic tools for problem identification and resolution
Desired Skills & Experience:

Please refer to the SOF for additional information on desired skills and experience.