Help Desk/Service Desk 3

Job Title : Help Desk/Service Desk 3

Location : Birmingham Alabama 35203

Duration : 3+ Years

Job Summary
The Technology Service Desk Analyst serves as the primary point of contact for IT support, providing technical assistance and exceptional customer service to resolve incidents, fulfill service requests, and support business operations in a 24×7 environment. This role focuses on achieving first-contact resolution, coordinating with cross-functional IT teams, and ensuring accurate documentation of all support activities.

Key Responsibilities

• Provide first-level technical support for hardware, software, network, and access-related issues.
• Troubleshoot, resolve, and escalate incidents as needed while maintaining ownership through resolution.
• Deliver excellent customer service via phone and other support channels.
• Collaborate with Infrastructure, Application Support, and Workplace Support teams to resolve complex issues.
• Document incidents, service requests, and resolutions in the IT service management system.
• Follow IT service management processes, security policies, and compliance requirements.

Qualifications

• Bachelor’s degree in Information Technology, Computer Science, or a related field preferred.
• 1-3 years of IT Service Desk or Technical Support experience.
• Knowledge of Windows, desktop hardware, LAN/WAN networking, telecommunications, and ITSM tools (e.g., Remedy).
• Strong troubleshooting, analytical, communication, and customer service skills.
• Ability to manage multiple priorities, work independently, and collaborate effectively in a fast-paced environment.

Dexian stands at the forefront of Talent + Technology solutions with a presence spanning more than 70 locations worldwide and a team exceeding 10,000 professionals. As one of the largest technology and professional staffing companies and one of the largest minority-owned staffing companies in the United States, Dexian combines over 30 years of industry expertise with cutting-edge technologies to deliver comprehensive global services and support.  
 
Dexian connects the right talent and the right technology with the right organizations to deliver trajectory-changing results that help everyone achieve their ambitions and goals. To learn more, please visit https://dexian.com/.

Dexian is an Equal Opportunity Employer that recruits and hires qualified candidates without regard to race, religion, sex, sexual orientation, gender identity, age, national origin, ancestry, citizenship, disability, or veteran status.