Refresh Technician

Attention Currently hiring for Service Desk Analysts. Providence, RI

Work Environment:

contract- 6 months (potential for extention)

pay $20-24

Hybrid schedule after 6-8 weeks

Job Description:

We are seeking a dedicated and skilled Service Desk Analyst to join our team.

Responsibilities:

• Serve as the first contact with customers who need technical assistance via phone or email.
• Perform troubleshooting using different diagnostic techniques.
• Troubleshoot, diagnose, and resolve technical hardware and/or software issues.
• Provide quick resolution and excellent customer service.
• Redirect unresolved issues to the next level of support personnel.
• Provide needed information on IT products or services.
• Keep records of problems and their resolution through Lockton's source of record (SysAid).
• Follow up with customers to ensure issues are resolved.
• Provide feedback on processes and make recommendations for improvements.
• Maintain technical documentation, knowledge modules, and service catalog on software installation, hardware configuration, and problem troubleshooting.
• Suggest improvements to procedures.
• Improve system performance by identifying problems and recommending changes.
• Update job knowledge by participating in educational opportunities and maintaining personal networks.
• Accomplish information systems and organization mission by completing related results as needed.
• Manage Help Desk tickets in a timely manner.
• Respond to customer issues via phone, email, and computer chat.
• Document customer interactions.
• Run diagnostics to resolve customer-reported issues.
• Escalate issues to the next tier with higher difficulty.
• Install, make changes, and repair computer hardware and software.

Skills:

• Active Directory
• Windows 10/11
• ServiceNow
• Office 365