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Kforce Service Desk Analyst 2 in San Diego, California

Kforce has a client that is seeking a Service Desk Analyst 2 in San Diego, California (CA). Responsibilities:

  • Troubleshoot software, hardware and connectivity issues remotely

  • Understand & articulate root cause on customer issues

  • Experience with installation, upgrade, and maintenance of software, hardware, and peripherals

  • Familiarity with encryption and security tools and triaging within this environment

  • Assist customers in gaining access to various systems and servers

  • Provide support for remote employees using Citrix environments, VDI machines, and Avaya/Cisco/Polycom telephony

  • Setup and maintain shared mailboxes/distribution lists in Exchange Distribute and patch software using Casper and LANDesk technologies

  • Communicate call trends and challenges in daily team meetings

  • Take on small projects from start to finish

  • Keep Knowledge Base and process documentation up-to-date

  • Work closely with the team to resolve or properly close aging tickets

  • Manage the individual and ticket queue for the team

  • Ensure the highest level of customer satisfaction

  • May require deeper systems knowledge and extensive partnership on projects with Tier 3 engineering teams

  • Maintain process ownership and expertise for a specific area as a Knowledge Domain Expert

  • Minimum of an Associate's degree in a computer technology or equivalent from two-year College or technical school

  • 3-5 years of Service Desk or Desktop Support experience for both PC and Mac required

  • Certifications obtained or working towards: ACMT, CCT, ITILv3, Comp/TIA

  • Previous experience with Microsoft Office is preferred

  • Experience working with multiple customers face to face in a Walk-Up Bar type of corporate environment is preferred

  • Strong interpersonal/communication skills with the ability to communicate with technical and non-technical users effectively

  • Passionate about providing excellent customer service and follow-thru to completion

  • Familiarity supporting Mac OS X & Windows 7/10

  • Good problem solving, diagnosis and troubleshooting skills

  • The ability to work under pressure in a fast-paced environment is a must

  • Familiarity with wired and Wi-Fi Networking with Windows Active Directory

  • Familiarity with Exchange, AD, Software Distribution Systems, and related technologies

  • Familiarity with Video Conferencing support and communication technologies such as Jabber & Blue Jeans is a plus

  • Working knowledge of collaboration tools such as Slack, Box, Google Sheets

  • Familiarity with ticketing systems such as Service Now is a plus

  • Strong mobile support (Android, iOS, etc.) experience

  • Ability to work independently and within a team

Kforce is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.Compensation Type:HoursMinimum Compensation:0.00Maximum Compensation:0.00

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