Job Title: Service Desk Analyst
Duration: 6 months with possible extension 
Location: Long Beach, CA

Position Summary

• The Service Desk provides first-tier technical support to enterprise end-users and serves as the primary point of contact for all IT-related issues.
• The role requires a basic understanding of systems, devices, software, network, and telecommunications, along with the ability to use knowledge tools and Service Desk systems effectively.
• This position is responsible for assessing, resolving, or escalating Tier 1 incidents, requests, and tasks while ensuring accurate documentation and adherence to Service Level Agreements (SLAs).
• The Service Desk Analyst also maintains knowledge documentation, supports incident management by communicating issue impact and updates, and collaborates with internal teams to restore services efficiently.

Essential Duties

• Demonstrate attention to detail and provide technical assistance/support for desktops, laptops, servers, network connectivity, business applications and voice-over-IP telephone systems.
• Resolves Service Desk Tier 1 incidents, or escalates Tier 2 and 3 support incidents to the appropriate resource or team.
• Breaks down reported incidents into smaller parts, and understands how to resolve or escalate to downstream resources for resolution.
• Documents incidents, requests, tasks and other end-user needs accurately, succinctly and within established Service Level Agreements (SLAs).
• Understands, maintains, and follows standard Service Desk operating procedures.

Required Skills & Experience

• Minimum three (3) years’ experience with support of PC hardware, Windows OS, and standard desktop applications.
• Proven basic job knowledge of systems through prior work experience or education.
• Proven ability to assess and adjust assistance as necessary based on end-user’s technical competence and understanding of reported issue.
• Established ownership and responsibility of a task from start through successful resolution.
• Demonstrated competence in Service Desk related operations, workflows, applications, and IT systems as well as a general understanding of business-related processes and procedures.
• Demonstrated use of effective oral, written, interpersonal and other communication skills to achieve established goals.
• Proven ability to gather data regarding reported problems, prepare detailed notes and reports, and resolve Service Desk Tier 1 problems.
• Proven ability to collaborate with team members internal and external to the Service Desk to resolve issues.
• Developed excellent time management skills, with the competence, experience, and knowledge to meet established timeframes for SLAs.
• Demonstrated effective customer service skills to de-escalate situations as needed and provides for positive end-user experiences.

Education

• Associate's degree and five years of relevant experience.

 
 
At SPECTRAFORCE, we are committed to maintaining a workplace that ensures fair compensation and wage transparency in adherence with all applicable state and local laws. This position’s starting pay is: $ 33.00/hr.