Position:

Jr.

Digital Collaboration AnalystLocation:

Lutz, FL On-site Duration:

6 months

Contract Rate:

$31.03/hr

Key Responsibilities:

Provide technical support and solutions for hardware, software, and networking issues.

Identify the root cause of customer technology-related problems and determine the appropriate resolution.

Follow established ITIL/incident management processes.

Create, update, and close ServiceOne tickets for work performed.

Provide solutions to technical questions and issues or escalate them to the appropriate support team.

Utilize and update knowledgebase documentation.

Follow up on open issues to ensure timely and satisfactory customer resolution.

Maintain accurate documentation of incidents and resolutions.

Stay current with technical and professional knowledge through training, publications, and professional networking.

Work with employees at all levels across the client companies.

Occasionally interact with external hardware/software vendors and technical personnel from other organizations.

Work independently on non-routine and moderately technical assignments while using sound judgment in decision-making.

Required Qualifications:

Strong technical understanding of hardware, software, and networking systems.

Experience troubleshooting and resolving technology-related issues.

Understanding of ITIL/incident management processes.

Strong customer service and communication skills.

Ability to troubleshoot, prioritize, and escalate issues appropriately.

Experience working with ticketing/service management systems.

Ability to work with limited supervision and handle moderately technical assignments.

Strong problem-solving and decision-making skills.

Preferred Qualifications:

Experience in Desktop Support, Service Desk, IT Support, or Technical Support.

Experience with ServiceNow or similar IT service management/ticketing platforms.

ITIL certification or training.

Experience supporting users in an enterprise environment.

Sirius Staffing is an equal-opportunity employer. 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