Ref No.: 17-06705
Location: Islandia, New York
Position Type:Direct Placement
Start Date: 07/26/2017
Title: Service Desk Analyst
Duration: Perm
Location: Islandia, NY

Rate/Salary: DOE

Shift: Mon-Thurs 7PM - 9AM
Start Date: Immediate



Job Spec:
Provide technical support for hardware, software, network, and telephony related issues, achieving first call resolution whenever possible through use of the knowledge-base and collaboration with tier II resolvers.




Responsibilities:
  • Receive and log incident and service requests
  • Classify, prioritize, and record incident and request details into the ticketing system
  • Routing tickets to tier II resolvers when necessary
  • Tracking communications with customers through ticket lifecycle
  • Provide first contact resolution when possible

Requirements:
  • 1-3 years' Service Desk experience
  • Writing resolutions and processes and contributing to internal knowledge-base
  • Customer focused, strong communication skills is a must
  • Detail oriented and organized
  • Strong trouble shooting skills
  • Outstanding oral communication
  • Technical Certifications: CompTIA, A+, MSCE a plus

Tech Requirements:
  • Break/fix for Mac OS, Win XP/Vista/Win 7/Win 8
  • Break/fix for PC, laptop, Mac, iPad, Blackberry, Droid, printers
  • Break/fix for desktop and mobile device on applications:
    • MS Office 2000, 2007, 2011, 2013, & Office 365
    • Adobe CS Suite
    • Citrix
    • VMware
    • Web browser IE/Mozilla/Safari/Chrome
  • Password resent and AD unlocks
  • Knowledge of ITIL framework and lifecycle

If qualified and interested, please send your resume to albert.yoon@mondo.com. Thank you!