IT Service Desk Analyst

job summary:Randstad is looking for someone that has a good background in deskside support and a solid customer service and technical background.The position is 100% onsite and candidates must be vaccinated and boostedShift: Friday-Tuesday 6am-3pmEducation: BS/BA degree preferredPreferred Certifications: CompTIA A+ certified, HDI certified

• 3+ years experience in an IT related support position with in-depth knowledge of PC and MAC platforms and the diagnosis and resolution of software, hardware and networking issues
• Working knowledge and experience with most of the following: 1. Microsoft Deployment Toolkit (MDT) 2. MAC OS 3. .wim 4. SCCM
• Proficient with Microsoft Windows OS, Office Suites, Exchange/Outlook, Active Directory
• Familiarity with PC support tools and software distribution tools
• Ability to work independently in a deadline driven environment
• Self-starter,organizational skills and ability to prioritize workload - oral and written communications skills
• Ability to lift and install PCs, printers, etc. (up to 50 pounds)
• Ability to maintain flexible work schedule to provide IT support for weekends
• Experience using IT Service Management and knowledge base systems (e.g., service-now)
• Experience supporting AV equipment is highly desirable
• Experience providing asset management support
• Experience using remote diagnostic tools for problem identification and resolution Hardware Supported:
• Lenovo Laptops and Desktops - Macbooks - Surface Tablets - Mobile Devices & Tablets: Iphone, Android, Ipads - Cisco IP phones - Video Conference Devices including: Cisco, Crestron Software Supported: - Active Directory - Associated Press AP ENPS - Bit Locker Encryption - Browsers IE Fire, Fox, Safari, Chrome - Cisco Call Manager - McAfee Antivirus ePO - Microsoft Exchange - Microsoft Office - FileMaker Pro - service-now IT Service Management and Asset Management - Cisco Jabber - Mac OS - PC Imaging - Understanding of networking (routers, TCP/IP addressing, etc.) - Windows (All versions) Service Desk Tools include: - Airwatch MDM - service-now IT Service Management, Asset Management - Cisco Finesse, Cisco Call Manager and Akkadian Provision Manager - Microsoft MDT for imaging - Bomgar

• Provide service desk and desk side support (Level 1 and level 2) to all internal users
• Single point of customer resolution for all desktop technology devices including desktops, laptops, tablets, mobile devices, printing, wireless networking, audio/visual equipment, etc.
• Maintain and provision desktops, laptops, tablets, mobile devices, printers, projectors, audio/visual equipment and other office equipment as required.
• Use service-now (ITSM) to manage incidents and requests through the complete resolution or fulfillment life cycle
• Use ServiceNow logging system to maintain projects and time reporting
• Document, track, and troubleshoot incidents to agreed service standards and service levels
• Perform trouble call resolution, diagnosis of complex problems, advanced problem resolution, customer support follow-up, and professional interaction with other IT employees, co-workers, and outside vendors.
• Develop and maintain system documentation, administrative and user guides
• Conduct end-user orientation and training for new hires
• Provision and administer user accounts, distribution groups, and security groups in Active Directory
• Work when needed in order to support 24x7 production environment.
• Escalate to operations, solutions, infrastructure engineering or appropriate resolver team when assistance as needed
• Provide AV support - support conference rooms, town halls (multi location large audience simultaneous conferencing), video conferencing
• Process equipment and software requests and record asset information
• Hardware/ software lifecycle management
• Provide VIP and executive support
• Perform request fulfillment of moves & staff equipment changes at each location
• Assist with regression testing of supported software through OS Patches and Upgrades
• Push and install workstation and third party patches -
• Provide Windows OS, MAC OS, Mobile OS support

• Experience level: Experienced
• Minimum 3 years of experience
• Education: High School