We are offering a long-term contract employment opportunity for a Service Desk Analyst L2 in the IT industry, located in St. Charles, Illinois. As a Service Desk Analyst L3, the main function of your role will be to provide technical support and customer service to our team. This includes troubleshooting hardware and software issues, user account management, IT project support, and ensuring smooth IT operations across various offices.
Responsibilities:
• Assist in system updates, configurations, and management of IT service processes.
• Collaborate with business and IT teams to improve service delivery.
• Monitor and resolve helpdesk tickets, troubleshoot issues related to Windows OS, Office 365, and ITSM.
• Provide support for desktops, laptops, VoIP, video conferencing, and other IT technologies.
• Participate in on-call rotations and be open for regional support.
• Manage user accounts and assist in maintaining smooth IT operations across multiple offices.
• Utilize your skills in ITSM, Citrix Technologies, Computer Hardware, Dell Technologies, Active Directory, Apple Devices, Backup Technologies, Configuration Management, ITIL Processes, Comptia A+ to troubleshoot and resolve IT issues.3
• Proficiency in ITSM administration is mandatory
• Must have working knowledge of Citrix Technologies
• Expertise in Freshservice or Service Now ITSM is required
• Familiarity with Dell Technologies is essential
• Must have strong knowledge of Active Directory
• Experience with Apple Devices is necessary
• Proficiency in Backup Technologies is required
• Must have experience in Configuration Management
• Understanding of ITIL Processes is essential
• CompTIA A+ certification is a must