Our client, a diversified financial services company providing banking and investing services, is seeking a Service Desk Systems Analyst for a 12+ month contract-to-hire position located in Jacksonville, FL. This role is hybrid with 4 days onsite per week/1 flex. **NO C2C** **LOCAL CANDIDATES ONLY**
About the Role:
The ITSM Sr Systems Analyst will be responsible for managing and supporting the organization's ITSM platform and associated processes. This role involves overseeing the ITSM platform, ensuring timely resolution of technical issues, maintaining system efficiency, and documentation of processes and procedures.
Key Responsibilities:
System Administration of ITSM Platform:
Maintain and manage the ITSM systems, including servers, workstations, and network devices.
Perform regular system maintenance, updates, and patches to ensure optimal performance and security.
Monitor system performance and address any issues proactively.
Documentation and Reporting:
Maintain detailed documentation of ITSM system operations, issues, and resolutions.
Generate regular reports on ITSM performance, user satisfaction, and system health.
Develop and update technical documentation, user guides, and FAQs.
Application Technical Support:
Provide advanced troubleshooting and technical support for ITSM hardware, software, and network issues.
Assist in the diagnosis and resolution of complex technical problems.
Escalate issues to appropriate internal or external resources as necessary.
User Support:
Act as a point of contact for users experiencing technical difficulties with the system.
Ensure all support requests are logged, tracked, and resolved in a timely manner.
Provide training and guidance to users on ITSM system use and best practices.
Collaboration and Communication:
Work closely with other IT team members to ensure seamless integration and support of IT services.
Communicate effectively with users, management, and stakeholders regarding technical issues and service improvements.
Participate in team meetings and contribute to the continuous improvement of IT services.
Project Management:
Lead and participate in a major system upgrade to a cloud solution.
Coordinate with vendors and third-party service providers for system maintenance and support.
Ensure project milestones and deadlines are met.
Pay Rate: $52.31 - $55.56/ hour
Seniority level
Mid-Senior level
Employment type
Full-time
Job function
Information Technology and Analyst
Industries
Financial Services
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