Service Desk Analyst

Dice is the leading career destination for tech experts at every stage of their careers. Our client, HCM Staffing and Consulting, is seeking the following. Apply via Dice today!Reports To: Service Desk Manager & Service Desk SupervisorLocation: Bay Area (San Francisco & Silicon Valley)FLSA Status: Non ExemptHours: Flexible, 21 hours MinimumPurpose:Provide first and second line technical support to staff in the Bay Area offices and act as a global back-up for remote support for fourteen other offices. The candidate will require an aptitude for working with applications/systems to undertake analysis, diagnosis and resolution of problems, ranging from straightforward to more complicated technical issues involving software and hardware (computer and audio video).Responsibilities:• Act as a single point of contact for phone calls, emails and instant messaging from staff regarding IT issues and queries.• Provide expert applications support utilizing advanced skills in MS Word, Excel, Outlook, Teams, mobile devices (iOS & Android), Work 10 (Document Management Database), Zoom and all other Firm wide applications.• Provide expert desktop hardware, printer, remote access systems and mobile device support.• Take ownership of user problems and follow up the status of problems on behalf of the user and communicate progress in a timely manner.• Maintain a high degree of customer service for all support queries and adhere to all service desk processes and procedures.• Escalate unresolved calls to the NY service desk or 3rd level support teams.• Assist with building the Support Knowledgebase by gathering information and publishing support documentation.• Support and monitor LAN and WAN systems related to both the San Francisco and Silicon Valley offices.• Contribute to and participate in the Problem Management process.• Participate in all firm-wide IT initiatives such as offsite meeting and event support involving depositions, hearings and trials.• Conduct inventory for all IT equipment in both offices.Qualifications:• Bachelor s degree or equivalent work experience• At least 2 years of desktop applications support experience in a professional services environment.• Strong knowledge of Microsoft based systems with emphasis on Windows 10, Office Suite (Office 365 preferred) and document management systems (iManage).• Strong knowledge of Lenovo hardware, iPad, iPhone, Android, Mobile Iron, HP printers and video conferencing systems (ie. Poly equipment) preferred.• Knowledge of Active Directory (reset password, unlock account).• Strong oral and written communication skills• Strong customer service focus and experience.• Strong analytical and problem solving skills.• Excellent interpersonal skills• Ability to physically work in each of the Northern California offices (Silicon Valley and San Francisco), although Silicon Valley will be designated as the home base office for this role.• Ability to handle pressure, long hours, multi-tasking, changing priorities, and interruptions.• Flexibility to work overtime and travel between offices as needed.• Ability to handle confidential information and materials with care and discretion.• Ability to provide first-level support for in room videoconference infrastructure preferred• Experience working with employees at all levels including senior management• Excellent organizational skills and strong attention to detail• Foster creativity through camaraderie and fuel teamwork with the right resources• Familiar with current industry videoconferencing platforms (ex. MS Teams\ Zoom etc.) preferred.• MCP certification, ITIL qualification is preferable but not essentialService Desk Analyst