IT Support Analyst - Part-time

Kelly IT has a long-term opportunity for an IT Support Specialist!

Job Description 

- Diagnose and resolve basic problems in the area of hardware, applications and operating systems 

- Assists callers with connectivity problems in a network environment 

- Takes necessary steps to resolve problems and prevent them from recurring 

- Escalates problems to next level of support as directed by client 

- Answer and attempt to resolve service requests related to supported applications, networks and hardware 

- Respond to problems that come to Technical Support for the client's user community 

- Works with internal staff to resolve problems, and ensure detailed explanations of user problems and call resolutions are entered into the tracking system, 

- Follow up with customer to ensure problems are resolved satisfactorily 

- Informs peers/managers of trends, significant problems and delays, customers informed of global problems or scheduled downtime, and customers updated on status of reported problems or projects 

Education/Experience

Degree in Information Systems, or related field, or equivalent work experience.

- Basic working knowledge to follow operations, problem management and escalation procedures 

- Basic ability to use software applications i.

e.

Remedy, Active Directory, PeopleSoft, billing and monitoring systems 

- Basic knowledge of application, connectivity, hardware, peripheral including printers and scanners, network monitoring tools, and TCP/IP protocol 

- Basic knowledge in a variety of PC software programs, remote tools 

- Basic knowledge in the areas of SQL, WAN/LAN, Telecommunications (T1s, Modems, Hubs, Routers, Frame relay) and AS400 

- 2 to 3 years help desk experience 

- 2 years computer related work experience 

- Able to work shifts in 24X7 call environment 

Responsibilities

The Support Desk Specialist provides initial triage for incident and requests reported to the service desk.

 Responsibilities include initial assessment, troubleshooting, research, and resolution of basic incidents and requests regarding the use of application software products and/or infrastructure components.

The Support Desk Specialist is responsible for collecting information through a customer conversation, accessing support tools, and additional support staff (service resources) if needed.

Problems beyond the scope of their ability or responsibility are resolved by engaging in a timely manner other service resources from facilities, division or corporate groups.

Required

Excellent Customer Service 

Incident & Ticket Management using ServiceNow or similar tool (2 yrs exp minimum) 

Experience contributing to Knowledge Base 

Excellent Verbal and Written communications 

ITIL V3 familiarity 

Team Player 

Dependable 

Works well with limited supervision based on established processes 

Strong knowledge in a variety of PC software programs, remote tools, 

Strong knowledge of Security Administration procedures 

Strong knowledge of application, connectivity, hardware, peripheral including printers and scanners, network monitoring tools, and TCP/IP protocol 

Demonstrated ability to work well in a Team Environment 

Customer Service, Strong Analytical, Verbal and Written Communications, Independent Leadership 

Please visit the Kelly Career Network for more opportunities!

Kelly IT Services is a leading IT staffing firm, providing employers with the best candidates & job-seekers with IT career opportunities.

Why Kelly®?

With Kelly, you’ll have direct connections to leading IT organizations in the best companies around .

the globe—offering you the chance to work on some of today’s most intriguing, innovative and high-.

visibility projects.

In a field where change is the only constant, our connections and opportunities .

will help you take your career exactly where you want to go.

We work with 95 of the Fortune 100™ .

companies, and more than 3,000 IT hiring managers turn to us each year to access the best talent: .

people like you.

Last year we found 8,000 opportunities for IT professionals.

Let us help advance your career .

today.

About .

Kelly Services®

As a workforce advocate for over 70 years, we are proud to directly employ nearly 500,000 people around the world and have a role in connecting thousands more with work through our global network of talent suppliers and partners.

Revenue in 2017 was $5.

4 billion.

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