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Hansen Talent Group is seeking an experienced Helpdesk Analyst to support an enterprise IT team in Columbia, SC. The ideal candidate is able to work 100% onsite as needed and has hands-on experience working with Citrix workspaces.

The Helpdesk Analyst will be responsible for providing top-level customer service by providing IT support to internal end-users and providing in-depth documentation to support process building.

Duties:

• Respond to incoming calls and ServiceNow tickets from end-users regarding technical issues, ensuring timely response to all requests.
• Analyze, diagnose, and troubleshoot tier I technical issues. Use Citrix to remote into systems as needed.
• Escalate to Tier II or appropriate technical team when required.
• Support business operations by providing support to end-user accounts, resetting passwords and unlocking accounts in Active Directory.
• Create detailed documentation for each end-user interaction and steps taken towards resolution.
• Provide continuous communication and end-user training.
  
  

Qualifications:

• Associate's Degree or Bachelor's Degree in Computer Science
• Able and willing to undergo in-depth background checks and government security clearances
• Hands-on experience working with Citrix, CISCO, Active Directory
• Customer Service