IT Help Desk Analyst (Contract)
On-site · Little Rock, Arkansas, United States
Job Summary
IT Service Desk Analyst responsible for resolving incidents and fulfilling service requests within SLAs, collaborating with internal IT and third-party suppliers, proactively managing applications for availability and performance, and delivering high-quality customer service. Requires strong hardware/network knowledge, Windows 10/11, ITIL familiarity, Autopilot/SCCM/antivirus, and excellent communication and documentation skills. Willingness to work outside core hours and focus on root cause analysis and service improvements. Location-based on Little Rock, AR; on-site involvement with standard IT service desk duties.
Required Qualifications
- Proficient in desktop/laptop hardware, network configurations, and MS Office Suite
- Experienced with Windows 10/11 and telephony technologies (VoIP, SIP)
- Knowledgeable in Autopilot, SCCM, and anti-virus/encryption technologies
- Strong interest in LAN/WAN networking and skilled in hardware installation
- Flexible to work outside core hours as needed
- Committed to a customer-first support approach
- Capable of clearly documenting technical concepts for customer understanding
- Driven, detail-oriented, and skilled in managing customer expectations
- Understanding of ITIL principles (ITIL v3) and experience in continuous service improvement
- Knowledge of root cause analysis is a plus
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