We have an outstanding Contract position for aService Desk Analystto join a leading Company located in theBonita Springs, FLsurrounding area. As a Service Desk Analyst, you will be the main liaison between our field employees and the IT organization, supporting both standard and proprietary technology in a way that enhances our employee experience. You will provide top-tier customer support, troubleshoot technical issues, support communication between relevant assignment groups, and be part of the single point of contact for all IT-related issues . A Level 2 Analyst will be responsible for all standard Service Desk Analyst responsibilities but will also be the first point of escalation for questions or issues, maintain the Service Desk knowledge base and Agent training, provide daily reporting, and maintain the call/ticket queue flow. Responsibilities : + Support incoming Incidents and Requests from multiple communication pathways, mainly consisting of Phone, Email, and Self-Service tickets, in a fast-paced environment + Provide top-tier customer support for all users, including Senior and C-Level management + Be able to ask efficient probing questions and use working knowledge of our systems to determine the root cause of any issue as quickly as possible + Actively participate in Business Acceptance Testing and User Acceptance Testing to better understand new developments + Explain highly technical processes or applications in a way that is understandable to the standard end user + Document all parts of the interaction with concise and accurate notes in each ticket worked + Educate users on new processes or procedures when new enhancements are made to field applications + Assist the Service Desk Manager in daily metrics and reporting + Monitor incoming Email or Self-Service tickets to solve or route accordingly + Test new processes or applications and provide updated training documentation to agents + Support company-based applications and infrastructure for all North America + Analyze user needs, facilitate support, and provide complete solutions whenever possible + Communicate issues and opportunities to Service Desk leadership + Maintain a high degree of working knowledge of all IT systems and business applications within the company portfolio + Provide accurate and correctly detailed documentation for each solution + Respond to and resolve issues within Service Level Agreement timeframes + Manage ticket queues to ensure users are getting the fastest service possible + Update and maintain knowledge articles for the Service Desk Basic Hiring Criteria : + High school diploma or equivalent + Minimum 1-3 years of experience in Help Desk Support or equivalent field Desired Qualifications : + Degree in Computer Science, Information Systems, Business Analysis, or other related field or multiple years of recent equivalent IT service experience + Experience working with complex technical issues + Knowledge around IT related systems or applications + Experience in customer service-related roles + Experience in creating process documentation + Understanding of ITIL practices and ServiceNow is strongly encouraged + MS Office Skills (Excel, PowerPoint, Word) is strongly encouraged + Strong organizational, analytical, and problem-solving skills, as well as technical proficiency in standard application + Ability to be flexible, adapt to change, and work on multiple issues simultaneously and independently + Excellent verbal and written communication skills, with the ability to communicate complex information in a succinct, organized manner + Strong interpersonal skills, collaborative work style, and ability to develop effective working relationships and demonstrate commitment to being a team player + Self-Starter: be able to work independently and get work done + Application Support Service Delivery (Service Management) knowledge + Ability to break down processes in ways that are easily understandable when creating knowledge documentation VEVRAA Federal Contractor / Request Priority Protected Veteran Referrals / Equal Opportunity Employer / Veterans / Disabled To read our Candidate Privacy Information Statement, which explains how we will use your information, please visithttp://www.tadpgs.com/candidate-privacy/orhttps://pdsdefense.com/candidate-privacy/ The Company will consider qualified applicants with arrest and conviction records in accordance with federal, state, and local laws and/or security clearance requirements, including, as applicable: + The California Fair Chance Act + Los Angeles City Fair Chance Ordinance + Los Angeles County Fair Chance Ordinance for Employers + San Francisco Fair Chance Ordinance