Estimated Length: 12 months 40 hours per week

***LOCAL CANDIDATES ONLY (IN-PERSON INTERVIEW)

Critical Key Requirements

• Familiarity with Microsoft products, e.g. Excel, Outlook, Skype, Word, PowerPoint, Visio, Project, SharePoint, etc.
• Experience in creating and analyzing IT operational/performance reports, queries and identifying anomalies.
• Experience with ServiceNow Ticketing System.
• Exercise strong communications, documentation, customer service, and interpersonal skills.
• Demonstrates strong analytical skills with the ability to collect, organize, analyze, coordinate, and disseminate significant amounts of information with attention to detail and accuracy.
• Exhibit ability to identify and define new and existing process improvement opportunities.

Qualifications Experience & Education

Required

• Demonstrate strong analytical skills with the ability to collect, organize, analyze, coordinate, and disseminate significant amounts of information with attention to detail and accuracy.
• Exercise strong communication, documentation, customer service, and interpersonal skills.
• Exhibit ability to identify and define new and existing process improvement opportunities.
• This position is primarily analytical/administrative (80%) and secondarily technical (20%).
• The candidate is required to provide the majority of tasks electronically, via computers, telephone and remotely (i.e. from office to remote locations).
• 2-3 years experience with a ticketing system.
• 1-2 years experience in a data analyst position.
• Familiar with Microsoft products, e.g. Outlook, Word, Power point, Visio, Project, SharePoint including ADVANCED knowledge and experience in Excel.
• Good data entry and typing skills (55+ WPM).
• Ability to work in a fast-paced environment while focusing on and prioritizing multiple tasks simultaneously.

Desirable

• IT Service Desk Operations experience in a lead role
• Demonstrates ability to work effectively and be flexible in a variety of situations, including those involving uncertainty, lack of information, and changing circumstances.
• Ability to analyze data using MS Excel functions including pivot table and other complex formulas.

Responsibilities

Activities

• Monitor, manage, process and report on all client Onboarding requests.
• Work with support groups to confirm Onboarding tasks are completed before the hire date of the new employee
• Perform escalations as necessary

Deliverables

• Meet with the IT Project Manager and delegates to discuss expectations and concerns.
• Use the client's IT work instructions and procedures to process requests for newly hired and re-hired client employees, existing employees transferred and consultants during the onboarding process at the Service Desk.
• Review requirements and offer viable alternatives.
• Monitor, manage, process and report on all requests.
• Create, modify and analyze reports and queries.
• Utilize ITSM Service Desk (ITSD) ticketing systems to create tickets to process the workflow for the client's new hires, transfers and new consultant IT resource requests.
• Interact with all client employees, including clients, colleagues, supervisors, managers and senior management etc.
• Collaborate with ITSD personnel on IT issues and requests.
• Follow up with support groups (2nd/3rd level), customers and management, as needed.
• Other technical, administrative and IT Service Desk customer service duties, as required by IT Project Manager or designee.

Founded in 1995, IIT is a leading provider of Workforce Solutions to Government and Fortune-1000 organizations. IIT is a winner of Inc-500 award. IIT's core services include:

Headquartered in New York, IIT has over 400 consultants deployed at Client Sites. Other IIT highlights include

Our Consultants love working for IIT

Follow us on LinkedIn or Twitter or Facebook

IIT is an Equal Opportunity Employer