Service Desk Analyst I at Kforce Inc

Posted in Other 13 days ago.

Location: Miami, Florida

Job Description:


Kforce has a client seeking a Service Desk Analyst I in Miami, FL (Florida).


  • The Service Desk Analyst will act as a single point of contact for phone calls and emails from staff regarding IT issues and queries

  • Receiving, logging and managing calls from internal staff via telephone and email

  • Maintain an Asset Database and track changes

  • Troubleshoot IT related problems from in-house software to hardware, such as Phones, Laptops, PCs and Printers

  • Troubleshoot basic network issues

  • Escalate unresolved calls to the infrastructure support team

  • Log all calls in the Service Desk call logging system (Track-IT)

  • As a Service Desk Analyst, you will maintain a high degree of customer service for all support queries and adhere to all service management principles

  • Provide basic in-house training in MS Office applications

  • Publish support documentation to assist staff with requests for information and provide staff training if required

  • Create user accounts, reset passwords, create groups, etc.

  • Arrange for external technical support where problems cannot be resolved in house

  • Utilize remote control utilities to provide remote technical support

  • Provide end user with updates on inquires not immediately resolved

  • The Service Desk Analyst will follow-up with end users to ensure problem resolution and customer satisfaction


  • High School diploma or GED and 2+ years of IT service desk and/or call center experience

  • Industry certifications preferred, such as CompTIA A+, Microsoft

  • Strong knowledge of Microsoft based operating systems with emphasis on Windows 7 and Office 2010

  • Experience with using and troubleshooting Outlook 2010 within a network environment (permissions, calendar sharing, and delegation)

  • Experience managing Cisco IP phone systems, Mobile Device Management such as MobileIron, end user management tools such as SCCM and Dameware

  • Willing to work shifts to accommodate coverage needs

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.

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