Kforce has a client in Boca Raton, FL that is seeking an IT Service Desk Analyst. Responsibilities: * Serve as the IT Service Desk point of contact for customers seeking technical assistance over the phone or email * Perform remote troubleshooting through diagnostic techniques and pertinent questions * Determine the best solution based on the issue and details provided by customers * Walk the customer through the problem-solving process * Direct unresolved issues to the next level of support personnel * Provide accurate information on IT products or services * Record events and problems and their resolution in logs * Identify trends in Incidents, determine root cause, and determine optimal resolution * Manage the overall Service Request systems which includes process design, procedures development, automation implementation, reporting and operations * Design and operate business readiness, training, and awareness programs for use of core business applications and IT services such as security * Train computer users, including 1-1 training, write training manuals, organize, and reference vendor resources * Pass on any feedback or suggestions by customers to the appropriate internal team * Identify and suggest possible improvements on procedures * Provide technical assistance and support for incoming queries and issue related to computer systems, software, and hardware * Create accounts and configure hardware as part of on-boarding process * Support Microsoft NAV/BC roles and permissions using Easy Security; Includes creation of new roles, complex integration of exceptions and cross-functional roles, security audit and troubleshooting * Support audio and video equipment in offices and conference rooms