A-Line Staffing Solutions is hiring: Help Desk Support Specialist in Louisville

Title: Help Desk Support Analyst Location: Louisville, KY – Position may support multiple locations in Louisville, KY Schedule: Mon – Fri, 8AM – 5PM EST Note: This is a W2 contract role – C2C and 3rd party candidates will NOT be considered The Help Desk Support Analyst will provide quality customer service and second level technical support to computer users via walk up, telephone, and email channels. They will be responsible for coordinating delivery of services to internal users and collaborating with cross-functional teams to ensure IT services are operational. They will improve Information Technology systems, processes, applications, and technology. They will act as a point of contact for incident escalations, working both collaboratively and independently to triage and resolve IT issues. Position Responsibilities: Provide resolution support of technology problems escalated from the Level 1 Service Desk, including providing assistance and direction to Level 1 Service Desk Analysts, as needed Monitor outstanding issues to ensure both response and resolution times are met Address, escalate, and guide the progress of IT requests for customized applications, with exceptional attention to follow-through Motivate teams and stakeholders to act without direct authority Provide status updates to Information Technology management and other functional areas regarding unresolved requests and system outages Act as a liaison between Support Center end users, technical support staff, and Information Technology management Perform software installations and data backup and recovery for end users Lead and assists on various projects regarding new applications or technology Create and maintain knowledgebase articles Handle other duties, as assigned Position Requirements: A minimum of 2 years of experience in a customer support environment with proven desktop, technical, and training skillset, including experience supporting resources at all levels of an organization Experience with Active Directory, remote desktop tools, and ticketing systems Experience with Microsoft Office/Office365 products, including Outlook, and Microsoft Windows 10 OS Strong technical, analytical, and critical thinking skills to diagnose and resolve related problems Ability to work efficiently on multiple tasks and projects at any given time Experience with RingCentral and/or NICE InContact preferred A minimum of an Associate Degree in related field or equivalent experience preferred; relevant professional certification(s), such as Net+, CCNA Collab, CCNE, HDI, or ITIL preferred