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Position 3800
Support Desk ITIL - remote contract-to-hire

We are searching for a Support Desk Analyst to join our client's team in a role that serves as the first line of support for both internal and external clients. This is a three-month contract-to-hire.

Tickets that are outside the scope of the position will be routed and escalated to the appropriate group--but you will retain accountability for ticket management. You will also be responsible for Incident Management, ensuring all Incidents are addressed and handled in a timely manner.

Out client is a global professional services firm. Upon successful completion of the contracting phase of this assignment, you will join their team as a direct hire employee with amazing benefits and growth opportunities.

Our client's office is in Fort Lee, NJ, but this is a 100% remote role that may be performed from anywhere in the United States

Up to $25/hour during the contracting phase.

Upon conversion, salary up to $50K per year plus excellent benefits.

In this role you will be expected to be available for a variety of shifts ranging from 8 AM - 5 PM to 12 PM - 9 PM dependent upon business needs. Each technician will have a turn at being on-call, including weekends because this position requires 24 x 7 x 365 coverage.

  • Solid experience with Information Technology Infrastructure Library (ITIL)
  • Intermediate to expert knowledge of Windows OS devices
  • Working knowledge of Change Management and Service Level Agreements
  • Working knowledge of Information Security
  • Intermediate to expert knowledge of the Microsoft Office Suite (Word, Excel, Visio, PowerPoint/O365)
  • Excellent communication and customer service skills

  • ITIL Certified v3 or v4 Foundations
  • Experience with managing project-oriented work as a point of contact
  • Proven experience communicating to professional clients and providing written replies with adequate detail and correct grammar and spelling

  • Respond to requests for technical assistance via phone or electronically
  • Research questions using available information resources
  • Extensively communicate to internal/external clients who request information and updates
  • Assist in the management of third-party vendors, clients, and driving meetings
  • Assist in the Change Management process as needed
  • Advise user on appropriate action via ticket updates or other means of communication
  • Log all help desk interactions in detail reaching out to requesters/technicians when necessary
  • Administer/utilize help desk software ManageEngine
  • Track and route problems and requests and document resolutions
  • Prepare reports utilizing Excel or other software as required by the Support Desk Manager

Support Desk Analyst | Information Technology Infrastructure Library | ITIL | Windows | Tech Support | Desktop Support | Change Management | Office365 | 3800

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