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.
Applicant Notices & Disclaimers
For information on benefits, equal opportunity employment, and location-specific applicant notices, click here
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.
