Help Desk / Service Desk Analyst III 4P/767

Job Description

Job Description

Position: Help Desk / Service Desk Analyst III

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