Kforce has a client that is seeking a Service Desk Analyst in Washington, DC.Key Tasks:

　　Service Desk Analyst will respond promptly to incoming tickets, calls, or emails and accurately log all incidents, service requests, and inquiries in the ticketing system

　　Prioritize and categorize incidents based on urgency, impact, and predefined criteria, ensuring timely resolution and appropriate escalation when needed

　　Maintain professional and courteous communication with users, ensuring a positive customer experience throughout the support process

　　Keep users informed about the status of their incidents or service requests, including updates on progress and expected resolution timelines

　　As a Service Desk Analyst, you will independently perform initial diagnosis, troubleshooting, and resolution of Tier 1 technical issues related to hardware, software, network, and applications

　　Conduct more complicated root-cause analysis for Tier 2 level support with firm specific software packages and working with the broader IT teams for resolution as needed

　　Lead the maintenance and improvement of the knowledge base by documenting resolved issues, troubleshooting steps, and best practices for future reference

　　Adhere to established ITIL-based service management processes, including incident, problem, change, and knowledge management

　　Service Desk Analysts monitor and respond timely to support tickets

　　Provides mentorship to Deskside Support Technicians with firm operations for technical services with major conferences, hearing, coalition meetings, or A/V studio as requested

　　Document, fulfill and route new service requests for equipment, software approvals, or process exceptions

　　5-10 years of desktop support-related work experience, preferably in a law firm environment

　　Service Desk Support experience in Windows environments; Experience with performing desktop builds, fixes, repair, software installs & upgrades, and other troubleshooting tasks in a Windows 10 environment

　　Expert Knowledge of Microsoft 365 Environment

　　Ability to maintain composure and customer focus while troubleshooting and solving technical issues

　　Experience with configuring ticketing systems such as Azure Desk, JIRA, Autotask, ServiceNow or similar tools and retrieving data for reporting

　　Hands-on technical experience in maintaining and supporting Microsoft 365 cloud systems, including Azure AD, Autopilot, MEM, Intune, and related provisioning and compliance software

　　Experience in leading technology asset lifecycles and refresh processes

　　Experience with a mixture of the following technologies: Active Directory, Azure Active Directory, Networking, Encryption, Anti-Virus, VPN, Endpoint Management, Patch Deployment, Software Deployment

　　ITIL certification or familiarity with ITIL framework is a plus

　　The pay range is the lowest to highest compensation we reasonably in good faith believe we would pay at posting for this role. We may ultimately pay more or less than this range. Employee pay is based on factors like relevant education, qualifications, certifications, experience, skills, seniority, location, performance, union contract and business needs. This range may be modified in the future.

　　We offer comprehensive benefits including medical/dental/vision insurance, HSA, FSA, 401(k), and life, disability & ADD insurance to eligible employees. Salaried personnel receive paid time off. Hourly employees are not eligible for paid time off unless required by law. Hourly employees on a Service Contract Act project are eligible for paid sick leave.

　　Note: Pay is not considered compensation until it is earned, vested and determinable. The amount and availability of any compensation remains in Kforce's sole discretion unless and until paid and may be modified in its discretion consistent with the law.

　　This job is not eligible for bonuses, incentives or commissions.

　　Kforce is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.

　　Compensation Type:HoursMinimum Compensation:35.00Maximum Compensation:50.00