IT Service Desk Analysts-HYBRID-FT

A full-service staffing company is assisting an education client in Northeast Baltimore City with hiring Full-time IT Service Desk Analysts, Six-month contract positions with possible extension. The IT Service Desk Analysts will in accordance with service level agreements provide resolvable phone, email, and remote support in a Windows environment.

Essential Duties:

  • Provides Tier 1 and 2 support for all client technology and associated peripherals by means of analyzing and methodical troubleshooting.
  • Support Tier I analyst in resolving and training on more complex software installs and hardware resolution.
  • Maintains ticket processing, routing, and escalating non client technology related customer inquiries, service requests and incident reports in the Ivanti HEAT ticket system.
  • Offer technical assistance on the delivery, configuration, set up, maintenance and troubleshooting of IT systems.
  • Follow all operational procedures and document all pertinent information, communication, and resolution in the support tickets.
  • Makes recommendations to optimize IT performance and to prevent future problems.


  • At least six months of technical support call center experience is required.
  • CompTIA A+ or CompTIA Network+ certification may substitute some of the technical support call center experience.
  • Experience with Ivanti HEAT ticket system or related along with Windows 10 and Microsoft Active Directory is required.
  • Must be available to work from 8:00 am-4:30 pm Monday through Friday with a 30-minute nonpaid lunch on site. Two days working remotely will be based on work performance.
  • Must be able to pass an FBI background check and drug test.

Pay: $17.75/hour

Benefits:  Benefit package included.

Schedule:  Full-time; Six-month contract positions with possible extension; Hybrid, two days working remotely (based on successful work performance).

Zip code: Northeast Baltimore City

Job ID: #18128ITSDA

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