Highlights
The analyst works closely with Infrastructure, Application, and Workplace Support teams to resolve incidents efficiently and ensure accurate documentation of all support activities. The Help Desk/Service Desk 3 Analyst serves as the frontline point of contact for IT support, providing technical assistance and service request fulfillment to business users.
Numbers & Facts
| Location | Birmingham, AL |
| Industry | Staffing/Employment Agencies |
| Salary | $22 |
| Company Size | 2,000 to 2,499 employees |
| Year Founded | 2000 |
| Website | http://www.lancesoft.com/ |
Description
Job Title: Help Desk / Service Desk 3
Location: Birmingham, AL 35203 (Hybrid –3 days onsite, 2 days remote)
Duration: August 31, 2026 –July 31, 2029
Pay Rate: $26.03/hour
Shift Timings: Monday–Friday, (5 AM CST-9 AM CST potential start times).
Job Description
The Help Desk/Service Desk 3 Analyst serves as the frontline point of contact for IT support, providing technical assistance and service request fulfillment to business users. The role involves troubleshooting hardware, software, network, and telecommunications issues while delivering excellent customer service. The analyst works closely with Infrastructure, Application, and Workplace Support teams to resolve incidents efficiently and ensure accurate documentation of all support activities.
Key Responsibilities
Location: Birmingham, AL 35203 (Hybrid –3 days onsite, 2 days remote)
Duration: August 31, 2026 –July 31, 2029
Pay Rate: $26.03/hour
Shift Timings: Monday–Friday, (5 AM CST-9 AM CST potential start times).
Job Description
The Help Desk/Service Desk 3 Analyst serves as the frontline point of contact for IT support, providing technical assistance and service request fulfillment to business users. The role involves troubleshooting hardware, software, network, and telecommunications issues while delivering excellent customer service. The analyst works closely with Infrastructure, Application, and Workplace Support teams to resolve incidents efficiently and ensure accurate documentation of all support activities.
Key Responsibilities
- Provide first-level technical support via phone and other communication channels.
- Troubleshoot and resolve hardware, software, network, and connectivity issues.
- Document incidents, service requests, and resolutions accurately.
- Coordinate with IT infrastructure, application, and workplace support teams.
- Escalate complex issues when necessary.
- Deliver exceptional customer service and maximize first-call resolution.
- Follow IT processes, procedures, and SOX compliance requirements.
- Maintain knowledge of enterprise IT systems and technologies.
- 1–3 years of IT Help Desk or Service Desk experience.
- Strong knowledge of Windows 10 desktop support.
- Experience supporting PCs, printers, phones, and related peripherals.
- Understanding of LAN/WAN networking concepts.
- Knowledge of telecommunications and access technologies.
- Experience with ticketing systems (Remedy preferred).
- Strong troubleshooting and analytical skills.
- Excellent verbal and written communication.
- Ability to multitask and work independently in a fast-paced environment.
- Strong customer service orientation.
- Bachelor's degree in a technology-related field preferred.
About Company
We are a $125 Million, NMSDC-certified Minority & Woman owned Workforce Solutions Company headquartered in the DC metro area with presence across US with global presence - Canada, Mexico, India, UK, Malaysia, Indonasia, Hongkong, Singapore, UAE. We are specialized in providing Workforce Solutions, SOW project delivery, Engineering Solutions, Creative Services. We currently support 100+ Fortune companies globally and across multiple industry segments. We are currently supporting several massive programs across industry segment nationally/globally (Intel, Ally, AMD, QUALCOMM, Morgan Stanley, Kraft/ Mondelez, MNP, Amdocs, Dell, SanDisk, Medtronic, Becton Dickinson, GE, Lockheed Martin, UTC, L-3 Communications, Caterpillar, BMW, Mercedes Benz, National Grid, Dominion, Energy Future Holdings, PSEG, 3M, Fidelity, Aetna, Humana, Johnson & Johnson, Pfizer, Merck etc).
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender, identity, national origin, disability, or protected veteran status.