Help Desk Analyst, Level I & II
Location: HYBRID, 3 days onsite in Atlanta, GA
Duration: contract, 3 months
Overview:
The IT Help Desk Analyst will supports executive leadership with white-glove service to provide discreet and rapid technical support for top executives.
Responsibilities:
- Provides Level 1 & 2 Help Desk white glove support services to Executive end users. The position entails supporting their systems, mobile devices, applications.
- Logs and tracks all support requests in ServiceNow, ensuring accurate documentation and timely resolution.
- Troubleshoots and resolves hardware, software, network, and peripheral issues.
- Assists with account management, including password resets, user provisioning, and access control following IT security policies.
- Configures, deploys, and maintains laptops, desktops, printers and peripheral equipment.
- Follows IT processes and procedures to ensure compliance with company security, privacy, and audit requirements.
- Contributes to IT documentation, FAQs, and knowledge base articles to improve end-user self-service and reduce repeat incidents.
- Set up and support conference and training rooms for presentations including AV systems (Polycom & Vibe), computer hardware, and computer software.
Requirements:
- Previous experience as a Help Desk Analyst providing support to executive suite.
- Experience using ServiceNow ticketing system.
- Exceptional customer service skills, including a clear communication style, very high reliability, and full ownership of all issues to complete resolution.
- Problem-solving, persistence, and research skills that translate to the ability to find solutions for customer problems when a solution is not immediately apparent.
- Associate degree in computer science, information technology, or related area of study required OR equivalent work experience
