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Job Details

IT Service Desk Analyst

Company name

Austin, TX

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The IT Service Desk Analyst will provide Level 1 technical support to internal staff worldwide. The successful candidate will require an aptitude for working with applications/systems to undertake analysis, diagnosis and resolution of staff problems, which may range from straightforward to more complicated technical issues


Act as a single point of contact for phone calls and emails from staff regarding IT issues and queries

Receiving, logging and managing calls from internal staff via telephone and email

Maintaining tickets in your queue and track changes 1st line support

Troubleshooting of IT related problems from in-house software to hardware, such as Mobile devices, Laptops, PCs, Printers, Outlook, and Lotus notes, soft and hard tokens.

Log all calls in the Service Desk Call Logging system (SCSM) currently Service Now.

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 management principles

Proficient in the use of MS Office applications used within the Association (Word,

Excel, Outlook, PowerPoint).

Basic Active Directory knowledge. Creating user accounts, reset passwords, create groups Etc.


Excellent communication skills and telephone manner.

Excellent organizational skills

2 years previous IT Service Desk and/or Call Centre experience required (Making exceptions for technical school graduates and students).

Strong knowledge of Microsoft based operating systems with emphasis on Windows 7 and

Office 2010

Experience with using and troubleshooting Outlook 2010 within a network environment (permissions, calendar sharing, and delegation)

You will be a self-motivated achiever who gains satisfaction from providing excellent customer service

Job Type: Contract

Salary: $20.00 to $25.00 /hour


Windows 7: 3 years

Troubleshooting: 3 years

network environment: 2 years

Service Desk: 5 years

Office 2010: 2 years

Company info

Website :

Company Profile
Since 1996, we’ve depended on our core competencies: A firm grasp of IT issues and an in-depth understanding of how to locate and attract the highly skilled talent needed to execute specific projects. We’ve also added our unique approach: A focus on building trusted, lasting relationships with clients and consultants. That means listening. Asking the right questions. Following up. Maintaining a physical presence in your facility, checking on our candidates to ensure that people, cultures and attitudes are in sync. Continually finding better, faster and smarter ways to work together. Creating the type of environment that clients and candidates are eager to return to, again and again. In short, we take the time to find the best possible match.

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