Help Desk Analyst

Onward Search is a specialized staffing and talent solutions company that helps professionals find top jobs with the nation’s leading brands. We’re hiring a Helpdesk Analyst for an Onsite Contract role in El Segundo, Ca. The Helpdesk Analyst will act as the first point of contact for handling business partners technical support issues. The Helpdesk Analyst will be responsible for responding to issues by gathering all necessary information and to provide resolution during the initial contact or forward the issue to the correct support team for resolution. The focus of work is phone and deskside support, and resolution of incidents/service requests submitted via Self Service. The Helpdesk Analyst will create solution documentation both for internal Service Desk use as well as business partner use. The Helpdesk Analyst will participate on project and change work. Skills / exp.Two to four years of IT work experienceOne to two years Call Center experienceOne to two years Desktop Support experienceRequired:Demonstrated ability to use troubleshooting skills to resolve inquiries professionally and accurately.Solid knowledge of Windows OS, Apple OS, Active Directory, MS Office Suite, ticketing systems, call center, mobile devices and anti-virus/spyware.Solid knowledge of desktop, laptop and thin client hardware.Working experience with peripherals such as printers and desk phones.Demonstrated strong verbal, written, organization and interpersonal skills.Demonstrated flexible approach to an ever-changing environment.Professional and courteous approach.Self-motivated team player.Strong organizational skills.Demonstrated flexible approach to an ever-changing environment.Certifications:Familiar with ITIL processes and framework. ITIL v3 or 2011 certification a plus. Help Desk and/or Desktop Support technical certification a plus.Degree: High School Diploma or equivalent exp.