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RESPONSIBILITIES:Kforce has a client in Columbia, MD that is seeking a Tier II Help Desk Analyst.
Responsibilities: In this role, the Help Desk Analyst will serve as the first point of contact for users (Tier 1) seeking technical assistance; over the phone, email and ticketing system Perform remote troubleshooting through diagnostic techniques and pertinent questions Determine the best solution based on the issue and details provided by the user The Help Desk Analyst will triage and prioritize helpdesk support requests Work on multiple systems from different company departments Direct unresolved issues to the next level of support personnel (Tier 2) Record events and problems and their resolution in helpdesk tickets Identify and suggest possible improvements on helpdesk policies and procedures As a Help Desk Analyst, you will assist the IT department as neededREQUIREMENTS: 2-year degree (AA) in Computer Science, or like experience Proven experience as a Helpdesk Technician or other IT support role Tech savvy, with working knowledge of office automation products, databases and remote-control tools Zendesk ticket system experience (preferred but not required) Azure, Office 365, Exchange online, Windows 10 experience Ability to diagnose and resolve basic to mid-level technical issuesThe pay range is the lowest to highest compensation we reasonably in good faith believe we would pay at posting for this role. We may ultimately pay more or less than this range. Employee pay is based on factors like relevant education, qualifications, certifications, experience, skills, seniority, location, performance, union contract and business needs. This range may be modified in the future.We offer comprehensive benefits including medical/dental/vision insurance, HSA, FSA, 401(k), and life, disability & ADD insurance to eligible employees. Salaried personnel receive paid time off. Hourly employees are not eligible for paid time off unless required by law. Hourly employees on a Service Contract Act project are eligible for paid sick leave.Note: Pay is not considered compensation until it is earned, vested and determinable. The amount and availability of any compensation remains in Kforce's sole discretion unless and until paid and may be modified in its discretion consistent with the law.This job is not eligible for bonuses, incentives or commissions.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.Vacancy expired!