Service Desk Analyst

Job Details:Position: Service Desk AnalystLocation: Johns Creek, GADuration: 6 months (Contract to Hire)Responsibilities: Individual will work in a team environment, be responsible for IT support tickets, and demonstrate an ability to communicate with personnel beyond what has been instructed. Provides technical assistance and support for incoming queries and issues related to computer systems, software (e.g. Windows 10, Office Suite, various browsers), and hardware from users. Provide assistance in person, over the phone, by remote control, walk-ins, and desk side. Provides installation and assistance for laptops, desktops, printers, scanners, and other assigned peripherals. Has the ability to troubleshoot desktops, laptops, as well as a variety of network and stand-alone printers. The ability to triage, identify network connectivity issue by performing the following: Ping, Trace route, DNS lookup, etc. Understanding and operational knowledge of Windows Operating Systems and applications, security software, Microsoft Office applications, various browsers, WebEx, Go-To Meeting, and applications. Image systems with proper OS and application build on desktop and laptop computers. Support proprietary client and web applications in use by programs. Education/Experience Requirements: Must have hands-on experience with ServiceNow Ticketing Tool: Create, Update, Escalate, Resolve and Complete ticket for end-users. Hands-on experience working with and supporting the following products and tools: Microsoft Exchange and Office 365; Anti-virus software (i.e., Trend Micro, Microsoft System Center Endpoint Protection); Microsoft Distributed File System (DFS); Microsoft Active Directory (AD); Microsoft Domain Name Services (DNS); Microsoft Dynamic Host Configuration Protocol (DHCP); Microsoft Windows; Network Printers; Microsoft Office products; ServiceNow; 2-5 years of Help Desk Specialist Experience