IT Service Desk Analyst

MedCore Solution, Bizforce's medical division, is seeking a skilled for an IT Service Desk Analyst to join our dynamic team. In this role, you will act as the first point of contact for internal staff seeking technical assistance. Your ability to communicate effectively and troubleshooting skills will be essential in resolving and documenting service requests while ensuring customer satisfaction and prompt service delivery.

Key Responsibilities:

• Receive and log incoming requests for IT support via phone, email, and ticketing systems.
• Triage and prioritize incidents appropriately, providing initial diagnosis and troubleshooting guidance to users.
• Resolve technical issues related to hardware, software, and network problems within defined SLAs.
• Collaborate with other IT teams for escalated issues and complex problem resolution.
• Maintain detailed documentation of service requests, resolutions, and software licenses in the ticketing system.
• Contribute to knowledgebase articles and standard operating procedures to enhance team efficiency.
• Provide end-user training on various technologies and tools as required.
• Monitor ticket queues and follow up with users to ensure timely resolution of issues.
• Stay informed about industry trends and evolving technologies to improve service delivery.

Requirements

• Bachelor’s degree in Computer Science, Information Technology, or a related field, or equivalent experience
• At least 3-5 years of experience in a support role, preferably in an IT Service Desk environment.
• Strong problem-solving skills and the ability to troubleshoot a variety of technical issues.
• Excellent verbal and written communication skills for effective interaction with users.
• Working knowledge of Windows and macOS operating systems, software applications, and network fundamentals.
• Familiarity with ticketing systems and remote support tools.
• Ability to work well in a team-oriented, fast-paced environment.
• Strong attention to detail and a commitment to excellent customer service.
• ITIL Foundation certification is a plus.
• Amenable to work in a graveyard shift.

Other Details:

Start Date: ASAP

Schedule: Mondays - Fridays; 8 hours/day; 40 hours/week

Time Zone: Eastern Standard Time

Days Off: Saturday & Sunday

Benefits

Our Commitment to delivering high-quality results for our clients and the only way to do that is ensuring a rewarding, respectful and productive experience for our employees. We hold the same values for both our customers and our employees.

Permanent Work From home

Full-time position - 40hrs/wk

Permanent Weekends Off

Great Company Culture and No Micromanagement