Job Description

The Go2IT Group staffs talented IT contractors to perform various deployment contracts in the United States. Available assignments include performing hardware break-fix, IMAC support, deskside support, POS installs/upgrades, troubleshooting, server maintenance and networking.  Client industries include financial institutions, hotels, retail stores and many more.

Our client is seeking a IT Service Desk Analyst for a 2 month contract in Monroe, LA. Strong possibility of extension beyond the initial 2 month duration.


The IT Service Desk analyst will provide first and second line technical support to internal employees of customer. The candidate will be required to handle infrastructure and applications issues that cannot be resolved by following standard operating procedures. Therefore, candidate is required to have domain understanding of windows environment and will be authorized to implement fixes for new issues


  • Provide accurate Incident resolution and Service Request management, within established Service Level Agreement (SLA) and Operating Level Agreement (OLA) time frames, meeting or exceeding customer’s requirements and expectations
  • Creation of knowledge base articles for new issues and getting approval as per the agreed matrix
  • In-depth experience of working in ITSM tools with specialization in Incident and Service Request Management
  • Manage the backlog of incidents by doing Aging Analysis and resolving them by working closely with end user
  • To do analysis on Reopen Incidents/Service requests

Scope of Support

  • Active Directory Account Management
    • Creating Users, Groups, Access on Local Policies
  • Exchange User Account Management
    • Creating Mailboxes, DL, Secondary Email Addresses, Linking Private Addresses, Increase mailbox Size, Data Purging
  • Folders/Network Drive Creation and Access Management
  • Handle Configuration Issues of Application
  • Handling OS365/Windows OS issues
  • Antivirus Support (Reporting policy breaches, Remote upgrades, Updating security policies)
  • Remote Software Installation and Upgrades
  • L1 telephony Support (Creation of User Account, mapping numbers, giving queue access)
  • Resolving alerts for MS Windows Disk size and service

Other Essential Skills

  • Hands on Experience on any of the ITSM Tools (SNOW, Remedy, CA Service Desk)
  • Deep understanding of ITIL v3 foundation and HDI
  • Service Management experience - Major Incident Management
  • Knowledge of troubleshooting desktop issues which may not require onsite presence
  • Knowledge of Virtual desktop environment (including Citrix/VMware/RDP)
  • Basic Knowledge of Server Roles as DNS, DHCP, MS Exchange and Active Directory
  • Knowledge of Networking Protocols TCP / IP, VPNs, Access Control Lists, Routing, Bridging and Wireless Network
  • Strong knowledge of Microsoft based operating systems with emphasis on Windows 8,10 and Office 2010, 2013


  • 3 - 5 years of experience in IT Service Desk
  • College graduate (BCA, BSC etc) or equivalent work experience
  • Experience working with Active Directory and Group Policy
  • Excellent verbal and written English communication and soft skills
  • Ability to establish affective working relationships
  • Remains calm and focus in stressful situations

Working in 24/7 environment and flexibility is required since the operations from our customer is running in different shifts. 

Application Instructions

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