IT Service Desk Analyst – Santa Ana

MUST RESIDE IN LOS ANGELES, ORANGE, RIVERSIDE, or SAN BERNARDINO COUNTY, CA to be CONSIDERED FOR POSITION. NOT ACCEPTING H-1 VISA CANDIDATES AT THIS TIME.

Affiliated Computer Services, Inc., ACS, is a global FORTUNE 500 company with more than 55,000 plus people working together to support client operations in nearly 100 countries. By providing business process outsourcing, human resources outsourcing and information technology solutions to world-class commercial and government clients, ACS offers its associates vast opportunities to succeed. Recognized worldwide for generating possibilities and creating solutions, ACS welcomes you to become part of our growing team. Join our mission and vision for the future. Thank you for your interest!

Affiliated Computer Services, Inc. (ACS) is seeking a self-motivated individual with demonstrated ability to perform under minimum supervision in a busy IT Service Desk environment. The individual will perform all of the duties and responsibilities of an IT Service Desk Analyst working in a team environment, and will report to the Helpdesk Manager or Team Lead. The individual will be willing to take and follow directions, and may be required to work occasional overtime or unscheduled work hours.

Responsibilities:
The IT Service Desk Analyst is responsible for, but not limited to the following:
- Provide assistance to end users for technical support issues pertaining to applications, software, workstation, and mainframe problems;
- Provide 1st level troubleshooting for network, desktop, and legacy issues for telephony related problems for the various Client agencies;
- Log detailed problem analysis and troubleshooting into Remedy Help Desk application ticket. If unable to resolve the problem, expedite the ticket to 2nd level support and monitor throughout its lifecycle to a timely and satisfactory resolution;
- Perform desktop and network problem solving and assistance on diverse software applications and hardware systems for Client;
- Perform any other duties assigned by supervisor or manager.

Skills & Experience:
The candidate will be able to demonstrate the following skills and experience:
- Proficient in Windows XP, Microsoft Office/Desktop, Visio, LAN/WAN, and other applications;
- Experienced technical support Help Desk processes for telephone resolution;
- Excellent documentation skills, and familiarity with workflow diagramming;
- Familiarity/Proficiency with network communications systems, remote control tools such as, LANDesk;
- Prefer 5 years experience in a Help Desk setting utilizing Remedy or similar problem management/tracking software and processes;
- Familiar with and practice ITIL best practices;
- Excellent technical, organizational and communication skills;
- Excellent attendance and consistency plus flexibility to allow for occasional overtime or unscheduled work requirements;
- Experience in Incident/Problem management, highly desired;
- Proficiency with Remedy, a plus.


ACS is an Equal Employment Opportunity/Affirmative Action Employer and does not discriminate against any applicant on the basis of race, color, religion, national origin, age, gender, marital status, disability, sexual orientation, military/veteran status, or any other status protected by Federal or State law or local ordinance.

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