Desktop Support Analyst

Desktop Support

Smyrna, TN

9 month contract with possible extension

*remote work until offices re-open*
 

Description of Duties (primary & secondary)        % of Total Work Effort

Answer STS Service Desk Phone

50%

Create and route Service Now  Incidents

25%

Tier 1 Customer Support and Troubleshooting

25%

Business Justification:

The client Customer Care Center operates a 24x7x365 Service Desk.  The Service Desk provides Tier 1 technical support for the client.  The Service Desk Tier 1 support includes but not limited to, troubleshooting hardware failures, software issues and password resets.  All incidents are logged and managed through the State’s ITSM system.  Successful candidates must possess excellent customer care skills including telephone, verbal and written skills.  Beneficial skills include experience with customer care, Service Now ITSM software and Cisco Unified Contact Center IPT System.  The successful candidate will be provided training on tasks, tools and procedures required.

Latitude 36 is a national, full-service talent management firm specializing in IT positions. Our company was founded in Franklin, Tennessee in 2000 (originally TechRP), with a mission to serve as the talent partner of choice for the information technology industry. Our company vision has led us to incredible growth and success in a relatively short period of time, and continues to guide us today. We are committed to operating with the highest possible standards of honesty, integrity, and a passionate commitment to our clients, consultants and employees.