Service Desk Analyst

Position: Service Desk Analyst
Location: San Mateo or Irvine, CA, 8am to 5pm (Monday – Friday). Position is primarily remote, but the candidate must live in the San Mateo or Irvine, CA metro area since there will be occasional in-office work needed.
Work Auth: Open
Duration: 6 months with opportunity to renew.
Background check?: Yes
Interview Process/# of Rounds: 1 or 2 video rounds
Top Skills:
–          Typical HD –ticketing system (ServiceNow), troubleshooting, working with a team, great comm skills; Attention to detail, flexibility to come in as needed, great customer service skills
–          Team is supporting around 900 end users across the country
–          Soft skills super important – customer service – attention to detail and customer service
–          Position requires high ability for remote support
–          Position does not include parking reimbursement

Job Description Summary
The PCAOB has a full-time, contractor position for a Service Desk Analyst in the Office of Data, Security, and Technology. The primary responsibility of the Service Desk Analyst is to provide customer focused front-line technical support to PCAOB staff in person, phone, email, or remote support. This includes end-user issue/request, IMAC (Installation, Move, Add, Change) from cradle to grave, and education on our internal systems to end users. The Service Desk team consists of a group of dedicated support professionals working out of the PCAOB’s Irvine, CA or San Mateo, CA and remotely. This position will work closely with teammates as well as members of the other IT teams.

Responsibilities
·         Provide exceptional technical support and customer service and provide measurable results that demonstrate quality customer care and support
·         Multi-task, prioritize, and organize all tickets, calls, and emails
·         Utilize an incident management system for IMAC, Incident, Asset and Problem Management
o    Responsible for creating, managing, troubleshooting, documenting and resolving/fulfilling incidents/requests in a timely manner
o    Meet or exceed all agreed upon Service Level Agreements
o    Provide periodic status updates to customers and properly document incidents
·         Support end-user standard workstation & laptop operating systems and software packages including but not limited to:
o    All aspects of Windows 10/11 and O365/M365
o    Install/uninstall, troubleshoot, service, and maintain approved software
o    Support end-user server based software consisting of COTS and in-house titles
·         Support audio-visual equipment for use in meetings, conferences, teleconferences and other gatherings
·         Support mobile and landline telecommunication accounts, systems and hardware
·         Record and/or maintain PCAOB tracked assets to ensure record accuracy and accountability
·         Share knowledge by creating and maintaining procedural documents and technical instructions in the Service Desk team site
·         Adhere to company and team-specific policies and procedures
·         The Service Desk Analyst will work remotely majority of the time with the opportunity to work on-site once or twice a week depending on work demand. Work outside of regular business days/hours as needed, but rare

Qualifications
·         Bachelor’s degree in Information Technology or a related field, or equivalent experience
·         Minimum of 5+ years relevant experience
·         Experience with ServiceNow, SCCM, InTune, Office 365 and Azure AD a plus
·         Strong customer service skills
·         Detail-oriented, results-driven and process-oriented
·         Outstanding reasoning capabilities & strong analytical skills
·         Professional and effective verbal and written communication skills
·         Familiarity with a variety of concepts, frameworks, best practices, and procedures within the IT Support Discipline:
o    ITIL Framework
o    HDI Best Practices
·         Ability to support end user and, to a lesser degree, back-end computer, related hardware and peripherals
o    IMAC, troubleshoot service, maintain and repair personal computers
o    IMAC, server and network equipment with direct supervision of certified engineering staff
·         Ability to work effectively with minimal instruction on day-to-day work and general instructions on new projects or assignments
·         Ability to lift and carry 30 pounds for extended periods (As Required for Computer Moves, Receiving, and IT Asset Disposal)
·         Flexibility after normal business hours and on weekends (as needed for systems maintenance, upgrades, projects or system emergencies)
·         Experience with Dell and Lenovo workstation and laptop hardware platforms a plus
·         ITIL Foundations certification a plus
·         MOS certification a plus
·         ServiceNow certification a plus
·         HDI Service Desk Certification a plus