Contract - Service Desk Analyst Technical Support - Louisville, KY

This is a level 1 service desk analyst role that will provide Service Desk Support by; supporting users in diagnosing, reporting and resolving or correcting hardware/software problems. Candidate must have a call center or on-call support experience, the candidate should be accustomed to call center metrics; he/she will take 40-50 calls a day

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• Provides Service Desk Support by; supporting users in diagnosing, reporting and resolving or correcting hardware/software problems. 
• Operates in a specified Senior Analyst role, within the Global Service Desk.
• Supports end users, diagnose report and resolve application problems.
• Installs, maintains and troubleshoots hardware/software according to company standards; reconfigures existing systems and/or performs system upgrades as required.
• Logs all issues with appropriate documentation as requested by Level II and III support teams.
• Routes calls to appropriate support teams as per described troubleshooting steps.
• Monitors and escalates issues until resolution, closure or the appropriate group has accepted.
• Operates in a specified role within Global Service Desk (Training, Knowledge Base, Deskside, Process, Ticket reviews, Team Leader cover).
• Level one trouble shooting
• Microsoft Office Suite
• Customer service oriented
• Call center experience is required
• Accustomed to call center metrics
• Will be taking 40-50 calls a day
• VPN troubleshooting

• Must be reliable – show up on time and every day
• Candidates will get two-week training
• 2+ years of experience preferred
• Office is open from 6:30 AM – 9:00 PM
• Shifts will be 9:00-6:00, or 12:00-9:00 for temps