Service Desk Analyst (Onsite, Tampa); $26-27/hr W2

Hiring a Service Desk Analyst for a client in Tampa, FL

Reports to: Senior Service Desk Manager
Team Size: 1 Supervisor, 4 Service Desk Analysts
Location: Onsite in Tampa, FL (lower carrollwood area) 4 days/week, 1 day remote
Schedule: M-F 8am-5pm
1 week a month the candidate will be on after hours (paid extra for that time) - and it will be phone support from home (remote)
Duration: Contract-to-Hire
Pay: $26-27/hr W2

MUST-HAVES:

• Strong knowledge of Windows OS, macOS, and Microsoft Office 365 suite.


• Basic networking knowledge (DNS, DHCP, VPN, TCP/IP)


• Experience with 1^st call and 2^nd line triage support


• Experience with mainstream ticketing systems


• A+ or Microsoft Certified Certifications


• Excellent customer service/client support soft skills


• ITIL certification nice to have, not mandatory

OVERVIEW:

• Serve as the first point of contact for IT support within the organization via phone, email, or in person.


• Troubleshoot and resolve hardware (PCs, laptops, printers) and software (Windows, macOS, Microsoft 365) problems.


• Assist with basic network connectivity issues such as internet access, VPN, and Wi-Fi troubleshooting.


• Ticket Management


• Prioritize, escalate, and follow up on tickets as needed to ensure prompt resolution.


• Perform account management tasks in Active Directory & Microsoft 365


• Support password resets, multi-factor authentication and access requests.


• Assist with hardware deployments, repairs, and maintenance of IT equipment


• Install, configure, and troubleshoot software applications across multiple platforms (Windows, macOS, and mobile OS).