Levi, Ray & Shoup, Inc. Service Desk Analyst in United States
LRS has prospered for over 30 years because our corporate philosophy embraces honest, ethical and hard-working people. If that describes your approach to IT consulting, we need to talk! We currently have a need for an experienced Service Desk Analyst to take on a contract to hire role with our client in Glenview, IL.
Consistently ranking in the top 200 of Software Magazine’s annual Software 500 list, LRS is known by clients for quality, flexibility and strong relationships. Clients expect LRS to deliver only the best, hard working consultants for their engagements. Contact us today if you are the best consultant for this engagement!
The Level 1 Service Desk Analyst’s role is to respond to service requests to enable end users the ability to accomplish business tasks. The analyst will respond to requests for systems assistance via phone or electronically; document, track and monitor problems to ensure timely resolution; diagnose and resolve business process and system issues; research questions using available information resources; advise user on appropriate action; follow standard help desk procedures;log all help desk interactions; redirect problems to appropriate resource (escalating ticket to Tier 2 as needed); identify and escalate situations requiring urgent attention; and track/route issues/requests and document resolutions.
- Field incoming requests to the Service Desk via telephone, walkup, and e-mail to ensure
courteous, timely and effective resolution of end user issues.
- Document all pertinent end user identification information, including name, department,
contact information and nature of problem or issue.
-Build rapport and elicit problem details from service desk customers.
- Prioritize and schedule incident requests. Escalate incidents (when required) to the
appropriately experienced technician or team.
- Record, track and document the service desk request incident-solving process, including
all successful and unsuccessful decisions made, and actions taken, through to final
Perform user account administration including password resets, and profile changes.
Perform Office 365 account licensing administration.
Perform preventative maintenance, including checking and cleaning of workstations,
printers, and peripherals.
Test fixes to ensure problem has been adequately resolved.
Perform post-resolution follow ups to service requests.
Apply diagnostic utilities to aid in troubleshooting.
Access software updates, drivers, knowledge bases, and FAQ resources on the
Internet/Intranet to aid in problem resolution.
- Identify and learn appropriate software and hardware used and supported by the
-Evaluate documented resolutions and analyze trends for ways to prevent future
-Alert management to emerging trends in incidents.
-Assist in software releases and roll-outs and communication to the end users.
- College diploma or university degree in the field of computer science and/or information technology or 1 years equivalent work experience.
Knowledge & Experience
Knowledge of basic computer hardware including laptops and desktops.
Experience with desktop operating systems, including Windows 7 and Windows 10.
Experience troubleshooting Microsoft Office, Microsoft Skype, Microsoft SharePoint
-Experience troubleshooting web based applications and associated web browsers
Internet Explorer, Mozilla Firefox, Google Chrome.
Experience troubleshooting mobile devices including Apple and Android devices.
Exceptional written and oral communication skills.
Exceptional interpersonal skills, with a focus on rapport-building, listening and
LRS is an equal opportunity employer. Applicants for employment will receive consideration without unlawful discrimination based on race, color, religion, creed, national origin, sex, age, disability, marital status, gender identity, domestic partner status, sexual orientation, genetic information, citizenship status or protected veteran status.
Candidate must be able to effectively communicate in English (written & verbal)
Candidate must have permanent authorization to work in the USA for any employer
Corp to corp candidates will not be considered