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Service Analyst
Ref No.: 17-01527
Location: Elizabeth, New Jersey
Position Type:Contract
Start Date / End Date: 11/27/2017 to 01/31/2018
SERVICE ANALYST
ELIZABETH, NJ

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


Required Skills:
  • 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.
  • 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
  • Microsoft Office Applications, Windows 7 OS, Network Cable tracing and identification, SCCM Imaging, SCCM Software Deployment, Dameware Remote Desktop Tool or similar.


This 2+ month position starts ASAP.

Please E-MAIL your resume (attachment to email) with rate and availability to Dannielle: danni@alphaconsulting.com

ALPHA'S REQUIREMENT #17-01527
W2 ONLY