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Service Desk Analyst

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POST DATE 8/9/2016
END DATE 12/19/2016

Confidential Company Lagrange, GA

Lagrange, GA
AJE Ref #
Job Classification
Full Time
Job Type
Company Ref #


POSITION: Service Desk Analyst #11593


Hourly paid position: $open

Benefits are different for hourly positions:

After 90 days begin accruing 4 hours per month for a total of 40 hours per year for personal/sick time

Two weeks vacation until year11 and then increases to three weeks

Bonus is calculated on same criteria but is a max of $1, per year

On call is a rotation basis among various IT associates

The Service Desk Analyst provides Tier 1 managed services user support. He/She will triage, analyze, research, track, and escalate unresolved calls to 2 nd level support and drive to resolution, will maintain client confidence keeping information confidential, and use incident management tools (EasyVista).

The successful candidate will contribute to building a knowledge base centered on known incidents and defects, frequently asked questions, resolved issues, applying lessons learned and previous resolutions to new incidents, and provide status reports to the Manager, recommend business proc3ess improvements on service desk functions.

Candidates must have:

HS diploma or GED

Knowledge of Microsoft Office Suite, Outlook and Lotus Notes email and other desktop applications.

Ability to take ownership and accountability of assignments

Build and share knowledge and Work independently

Excellent customer service and people skills

Experience with relationship building skills and anger diffusion

Excellent communication skills, verbal and written

Good analytical ability and experience with metrics reporting and dashboard development

Proactive and self-motivated, committed to achieving deadlines, meeting SLAs, and producing results

Proven ability to produce quality deliverables within aggressive timelines and manage multiple assignments simultaneously

Understanding of service desk lifecycle and ITIL processes

Experience with providing end user support

Ability to interact professionally with diverse groups, clients, contractors, subject matter experts, and end-users

In addition to the above requirements it is preferred that applicants:

Have a college degree

We are a VEVRAA Federal Contractor

We desire priority referrals of Protected Veterans for job openings at all locations within the State of GA