IT Client Support Analyst - Full-time

• Work with IT Services’ Client Support Team as a Client Support Analyst.
• Tier 2 Support, primarily handling tickets through ServiceNow & delegating issues to the right IT teams, filtering calls and handling password resets.
• The Client support Analyst has responsibility for the delivery of a wide range of basic to moderately complex information technology support.
• Providing first and second level technical support over the phone or via email for, incidents, technical issues and order requests related to desktop computing email, systems access, logon support, telephony services, supported applications and general inquiries.
• Conduct the initial assessment of incoming services using a consultative approach to resolve, escalate or begin fulfillment process with effectively documenting issues using a Service Management application (ServiceNow) and other internal applications for tracking, workflow and follow up.
• Additional activities will include coordination and facilitation of service requests to ensure timely and accurate fulfillment while keeping customer aware of the request, incident or outage status; applies knowledge of service level agreements to prioritize work orders and assignments.
• Liaise with other workgroups and departments, both internal and external to IT Services, to assure customer expectations are met.

• Ability to train onsite in the beginning and capability to work from home remotely with Internet, etc.
• Minimum of 3+ years of professional experience within customer service or support capacity, help desk or similar customer focused role.
• Experience using ServiceNow ticketing system.
• Demonstrated experience and knowledge of basic Windows, Mac, and tablet operating systems, exchange messaging, web applications, network connectivity, telephony and standard hardware and peripherals.
• Effective and efficient troubleshooting skills.
• Ability to effectively analyze customer requests for support to resolve or assign to appropriate provider.
• Ability to learn and apply IT Support Center software, processes, and procedures to document and track incoming requests for service.
• Verbal and written communication skills to effectively communicate with users and staff at all levels and technical ability; able to use standard English grammar and punctuation.
• Bachelor’s degree in Business, Information Systems, Computer Science, or similar OR equivalent relevant professional experience and training.

You should know: Your safety matters! Vaccination against COVID-19 may be a requirement for this job in compliance with current client and governmental policies. A Kelly recruiter will confirm and share more details with you during the interview process.

Why Kelly® Technology?

Looking to put your tech expertise to work on today’s most intriguing, innovative, and high-visibility projects? By partnering with Kelly Technology, you’ll gain direct connections to top companies around the globe. Our team creates expert talent solutions to solve the world’s most critical challenges. In a world where change is the only constant, our extensive network of industry relationships and IT market expertise help you take your skills exactly where you want to go. We’re here to help you gain experience, make an impact, and grow your tech career.

About Kelly®

At Kelly, we’re always thinking about what’s next and advising job seekers on new ways of working to reach their full potential. In fact, we’re a leading advocate for temporary/nontraditional workstyles, because we believe they allow flexibility and tremendous growth opportunities that enable a better way to work and live (plus, did we mention we provide a ton of ?). Connecting great people with great companies is what we do best, and our employment opportunities span a wide variety of workstyles, skill levels, and industries around the world.

Kelly Services is proud to be an Equal Employment Opportunity and Affirmative Action employer. We welcome, value, and embrace diversity at all levels and are committed to building a team that is inclusive of a variety of backgrounds, communities, perspectives, and abilities. At Kelly, we believe that the more inclusive we are, the better services we can provide. Requests for accommodation related to our application process can be directed to Kelly’s Human Resource Knowledge Center. Kelly complies with the requirements of California’s state and local Fair Chance laws. A conviction does not automatically bar individuals from employment.