Helpdesk Analyst / Help Desk / Service Desk 3 Immediate W2 contract position available in Birmingham, AL (Hybrid)
Estimated Duration: 1 Year
Job Description / Desired Qualifications:
The strongest candidate is more than a traditional Help Desk analyst.
The role calls for someone who combines strong technical troubleshooting, excellent customer service, independent decision-making, ownership, and a continuous-improvement mindset, with increasing importance placed on AI-enabled support.
5-10 Years Technical Support and Assistance experience.
Someone who interacts with customers to solve computer problems related to software and hardware.
Need candidates who demonstrate the combination of technical depth + customer experience + ownership + continuous improvement.
Job Summary:
The Technology Service Desk analyst position is responsible for providing the frontline, single point of contact for business partners requiring assistance from the Technology Organization (TO) for issue resolution and service request fulfillment, and new events that come into the Technology Service Desk (24×7). The RLC analyst must combine World Class customer service and is also a technical expert that uses those skills to ensure that TO’s business partners needs are handled on the initial contact, as often as possible.
B.S. degree in a technology-related field, preferred
1 to 3 years’ experience in computer/technology field, preferred
Thorough knowledge of information technologies and an understanding of infrastructure and telecommunication transport
Ability to build and maintain relationships within IT and other departments
Demonstrated willingness to take ownership of technical issues
Exceptional analytical abilities and problem-solving skills
Ability to manage multiple tasks and multiple priorities
Ability to make decisions with little or no management input and in absence of prior existing guidelines
Self-starter, initiative, and independent thinking
Strong customer service skills
Strong oral and written skills
Comprehensive knowledge of the company IT software and hardware configurations including but not limited to: Desktop configurations (PC’s, printers, phones/radios), Network configurations, and Window 10, etc.
Comprehensive knowledge of LAN/WAN technology
Working knowledge of mainframe technology and associated applications
Working knowledge of access technologies, and telecommunication terminology
Comprehensive knowledge of Remedy Event Management System
Major Job Responsibilities
Take calls, utilize phone and voice communication technologies to interact with business partners, responding to support needs in a timely fashion with excellent customer service.
Strive to increase the value received from end-user technology products by communicating and educating others about current products and/or future products, while acting as a coordinator, performing communication touchpoints with Infrastructure Operations Center, Application Portfolio teams and products owner, Workplace Support, etc.
Follow established processes and procedures and adhere to all Sarbanes-Oxley controls.
Demonstrate teamwork when working with other technology departments and key business units.
Inform appropriate parties when issues arise with product deployments, updates and changes, as well as degraded service.
Ensure that all incidents are completely and appropriately documented so that trend analysis and call avoidance analysis can be completed.
Consult with and fix technology issues for clients and develop solutions.
Ensure that business partners’ technology needs are met and that business partners are satisfied.
Duties Discretion:
25% –Employee receives clear instructions from supervisor regarding what to do and how to do it.
20% –Tasks follow set guidelines or procedures.
40% –Employee must consider alternative courses of action and then make a decision after considering the options.
15% –Employee has the authority to make significant choices and decisions, without specific guidance or direction from the supervisor.
Task Complexity:
10% –Tasks are straight-forward, routine, and often repetitive.
30% –Tasks are varied and fairly complex.
60% –Assignments are quite varied and highly complex.
If you already have a resume on file with The E Group and would like to be considered for this position, simply email your note of interest to The E Group at Recruiter@goegroup.com.
Why Choose The E Group? We are an award winning firm recognized for having an outstanding reputation with our clients and employees. All contractors are eligible for full group health and dental benefits, 401K with matching, and various insurances. Generous living expenses are given to help those who relocate or have duplicate housing.
For immediate consideration simply attach your resume to this posting or email your resume to Recruiter@goegroup.com. All applicants will receive feedback once position closes.
