IT - Desk Support Analyst

Job title: IT - Desk Support Analyst in El Dorado Hills, CA at Aditi Consulting
Company: Aditi Consulting
Job description: Payrate: $23.00 - $25.00/hr.Summary:
The IT Service Desk we deliver Customer Excellence Focused Support to our end users by Leveraging cutting-edge technology with our IT Service Management products and self-service/automated solutions for our customers. The Service Desk Support Analyst will report to the IT Supervisor. In this role you will be responsible for the remote support to users with technical problems and information technology issues involving computers and network services in an advanced network environment. Able to function independently and produce results that meet standards of quality, timeliness, and accountability. Minimal supervision and general direction. Performs work that is varied and moderately complex. Implements designs or approaches developed by others following knowledgebase procedures. Ability encompasses a broad knowledge of concepts, practices, and procedures within field of specialization.Responsibilities:

• Provide subject matter expertise, thought leadership, guidance, best practice and support across security and governance risk management functions.
• Provides support (via telephone or chat) diagnostics and troubleshooting of microcomputers, network services and related peripherals to local and remote access users.
• Provides end-user support and general training (via telephone and chat) in the use of various software packages and in-house developed software.
• Provides case status updates and metric reports to management.
• Develops, documents, implements, and audits standard operating procedures and customer service guidelines relating to remote IT support.
• Increased production standards.
• Increased CSAT goals.
• Assist with knowledge article creation.
• SME for critical business function/services.
• Other duties as assigned.

Qualifications:

• Associate degree or equivalent experience preferred.
• Minimum if 1 – 2 years of prior Service Desk experience in a high volume IVR based call center.
• Knowledge of Active Directory, Microsoft Exchange Admin Console, Azure, Service Now.
• Basic knowledge and troubleshooting of Microsoft Office 365 applications.
• MAC experience would be preferred but not required.

Pay Transparency: The typical base pay for this role across the U.S. is: $23.00 - $25.00/hr. Final offer amounts, within the base pay set forth above, are determined by factors including your relevant skills, education and experience and the benefits package you select. Full-time employees are eligible to select from different benefits packages. Packages may include medical, dental, and vision benefits, 10 paid days off, 401(k) plan participation, commuter benefits and life and disability insurance.For information about our collection, use, and disclosure of applicant's personal information as well as applicants' rights over their personal information, please see our Privacy Policy (https://www.aditiconsulting.com/privacy policy).Aditi Consulting LLC uses AI technology to engage candidates during the sourcing process. AI technology is used to gather data only and does not replace human based decision making in employment decisions. By applying for this position, you agree to Aditi’s use of AI technology, including calls from an AI Voice Recruiter.#AditiConsulting
Expected salary: $23 - 25 per hour
Location: El Dorado Hills, CA
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