Service Desk Analyst

Service Desk Analyst Client Industry: Utilities/ Energy Assignment Details

Duration: 18-month contract Location: 100% onsite (San Antonio, TX) Schedule: 24x7x365 support environment, with shift work, weekends, and unscheduled or after-hours work required (shift pattern not specified)

Key conditions

Service Desk employees are considered essential personnel and must report regardless of weather, disaster, etc. Reliable transportation is required, as the contractor may need to work from various CPS Energy locations The contractor may need to use personal or company devices and services for remote access

Position Overview A service desk analyst is an IT professional who helps users resolve computer hardware and software issues. They respond to user inquiries, assess problems with IT equipment and applications, and work with other IT personnel on tasks outside their expertise. The EIT Service Desk provides remote first- and second-level IT support for all of CPS Energy in a 24x7x365 multi-channel environment.

Responsibilities

Handle incoming queries and requests from end users by email, phone, online forms, chat, employee self-service, and walk-ins Serve as the single point of contact for all IT-related needs Take detailed notes, ask questions to determine the full scope of the problem, and manage the flow of incoming requests Document, triage, and record all incidents and service requests Diagnose and resolve common hardware and software issues; solve common application issues and install software Escalate to higher-level teams or specialists when needed, with notes on the problem, steps already taken, and a diagnosis Handle user hardware for complex cases so IT specialists can analyze and fix it Maintain detailed records of user issues, review a user’s history, and recommend ways to prevent future problems Monitor network systems Keep customers informed of the steps being taken on their incident or request, and advocate for a satisfactory resolution Document processes and procedures for the internal and external knowledge base Learn new technologies and help train end users Help enforce corporate standards for use of PCs, software, and IT applications Coordinate problem and incident resolution across multiple support areas

Work Environment

Standard office environment that can be high-stress at times Must be able to stay at a desk and process service requests for long periods, with or without a break Travel for training sessions and business events may be required Uses personal computing equipment, telephone, multi-function printer, and any new technology offered After-hours work required with little notice

Minimum Qualifications

High school diploma or GED Experience in IT, business, engineering, network operations, or a related area Experience in a customer service-related area Ability to obtain standard IT certifications (e.g., A+, Network+) Valid Class C Texas driver’s license Familiarity with operating protocols for desktops, laptops, and mobile devices

Core Skills Technical skills, customer service, communication, problem-solving, time management, team collaboration

Procom provides Basic Life/AD&D insurance, Short- and Long-Term Disability, and EAP at no cost to eligible employees after a waiting period. Medical and dental coverage (employee premium contributions), a non-matching 401(k) plan, and additional voluntary coverage are also available. This role includes legislatively required paid leave; no bonus, commission, or equity compensation applies.