Service Desk Analyst I - (Johnson City, TN)

Position overview Our IT Service Desk Agents spend their shift on the phone coordinating, diagnosing, and troubleshooting incoming client calls and emails for a wide variety of clients and industries. They are the 1st point of contact for all technical support service requests such as support for technical/IT issues involving desktop and laptop or network services from internal personnel or from 1 of our many clients. This is a part time, temporary position that may lead to full time employment. Applicants must be able to work a rotating shift including some over nights. Responsibilities: Diagnose and troubleshoots end user desktop application issues and provides appropriate solution Provides timely resolution of problems or escalation on behalf of the customer and ensures their satisfaction Provides case status updates to management and end-users per service level guidelines Support and maintain effective relationships with users Develops, documents