Help Desk / Service Desk Analyst III 4P/767

Position:Help Desk / Service Desk Analyst III

Location:  600 18th St N, Birmingham, AL 35203Duration: 3 Years

Client: Southern Company Services

Job Summary

Southern Company Services is seeking a Help Desk / Service Desk Analyst III to provide frontline technical support and serve as the primary point of contact for IT incidents and service requests in a 24x7 Technology Service Desk environment. The ideal candidate will combine exceptional customer service with strong technical troubleshooting skills to resolve hardware, software, network, and application issues while ensuring a positive end-user experience.

Key Responsibilities

·Provide first-level technical support for hardware, software, network, and application issues.

·Respond to service requests and incidents via phone, email, and ticketing systems.

·Troubleshoot Windows, desktop, printer, network, and telecommunications issues.

·Document incidents, resolutions, and technical solutions accurately.

·Coordinate with Infrastructure, Application Support, and Workplace Support teams.

·Escalate complex issues and monitor incidents through resolution.

·Ensure compliance with IT policies, procedures, and SOX controls.

·Deliver exceptional customer service in a fast-paced support environment.

Required Qualifications

·Bachelor's degree in Information Technology, Computer Science, or related field preferred.

·1–3 years of IT Help Desk or Service Desk experience.

·Strong knowledge of Windows operating systems, desktop hardware, networking (LAN/WAN), and Microsoft Office.

·Experience with IT ticketing systems (Remedy experience preferred).

·Excellent troubleshooting, communication, and customer service skills.

·Ability to prioritize multiple tasks and work independently.

Preferred Skills

Help Desk • Service Desk • Windows 10/11 • LAN/WAN • Active Directory • Microsoft Office • Remedy • IT Support • Desktop Support • Network Troubleshooting • Customer Service • Incident Management • Technical Support • Ticketing Systems