Service Analyst I 3533

Elizabeth, NJ

Post Date: 09/29/2017 Job ID: JN -092017-9240
EXCITING CONTRACT OPPORTUNITY WITH LEADING PHARMACEUTICAL CLIENT IN ELIZABETH & EDISON, NEW JERSEY


Job Title: IT Service Analyst I (W2 ONLY - NO CORP to CORP)
Work Location: Elizabeth & Edison, NJ

6 Month Contract Opportunity (Possible to Extend)


Must have experience with ticket tracking (Client uses ServiceNow- which is NOT required)

Candidates who comes from a large corporate environment where standard procedures are followed are preferred; not from a small shop or single IT person in a company

Not looking for application support- looking for trouble shooting experience

Certifications are more nice to haves; would prefer someone with more experience

some familiarity with iPhone users


Position Summary:
This position requires an energized IT support professional delivering high quality IT technical support to the customer community. This technician provides technical guidance, assistance, coordination, and hands-on resolution of problems, questions, or malfunctions. Installs and maintains hardware/software needed to support business/employee objectives.


1. Follow the agree ticket handling service delivery metrics (SLAs) for given service desk tickets, requests and incidents
2. Document tickets timely and effectively with appropriate level of detail
3. End to-End ownership of assigned incident to ensure resolution and customer satisfaction
4. Ability to work cohesively in the Desk Side Support Team with an emphasis on teamwork and organization.
5. Establish, maintain customer relationships and satisfaction regarding IT customer service and support.
6. Follows Safety, Health, and Environmental policies and procedures.
7. Other projects and duties as required/assigned. Allocate time appropriately when asked to be involved in projects that require IT customer service resources
8. Ability to provide a functional and 1st level video conferencing support to all users utilizing the video conferencing resources.
9. Ability, willingness, and flexibility to come in early or stay late depending on the level of the need.


Position Requirements
Education Required: Associates degree in Computer Science, Management Information Systems, Engineering or related field or equivalent combination of education and experience
Education Preferred BA/BS Degree

Experience Required: 7+ years IT customer service, service desk, infrastructure, system administration and/or data center experience

Must be self-motivated and energized to provide High-Level user support.

Experience providing tier 2 level face-to-face and remote end user support

Experience in working in a multi-site global environment

Experience with automated software delivery methods

Ability to work well with people from many different disciplines with varying degrees of technical experience.

Must have expert level knowledge of Windows and Apple computing devices (mobile and desktop)

Must have expert level knowledge of PC hardware

Ability to effectively interact with customers at all levels within the organization

Demonstrated ability to think and act decisively and quickly

Smart casual business attire is a must

Experience Preferred: Audio and Video conference support experience
Specialized or Technical Knowledge Licenses, Certifications needed: A+ Hardware certifications
ITIL Foundations certification
Microsoft certifications
Other industry related a plus.
Functional Knowledge: Microsoft Office Applications, Windows 7 OS, Network Cable tracing and identification, SCCM Imaging, SCCM Software Deployment, Dameware Remote Desktop Tool or similar
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