Job Description :
Very Competitive Rates 1215/hour)
Job Title: Service Desk Technician (Level 1)
Location: Austin, TX
Duration: Contract

Job Description:
Outline of the Role:
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.