Job Description:

RESPONSIBILITIES:

Kforce has a client that is seeking a Service Delivery Lead in Scottsdale, AZ.

Summary:
The Service Desk Lead is responsible for providing end-user and visitor support, adhering to standard operating procedures, and documenting events for reference, tracking, and compliance. Incidents and requests are tracked using the Service-now ticketing tool. Service desk hours are 8-5, and a positive customer service attitude is essential.

Duties:

• Receive, prioritize, and respond to incoming Service Desk requests per established SLAs


• Escalate complex events to appropriate individuals as needed


• Manage user and device event tracking through a global ticketing system


• Provide technical and troubleshooting assistance for MS Windows/Office, MACs, and other desktop applications


• Source computer hardware, mobile devices, and other technology tools, coordinating approval and payment


• Receive, configure, and deploy computer hardware, software, mobile devices, and other technology tools


• Enroll and administer mobile devices


• Maintain and support office telephone systems, AV equipment, and multi-function printers


• Manage user/computer/group objects within Active Directory (e.g., password resets, adds/moves/changes, folder/share permissions)


• Provide limited technical and troubleshooting assistance for the company's critical business systems


• Perform on-call duties and technical implementations/upgrades outside normal business hours and on weekends to minimize business impact


• Assist IT teams in complying with the company's IT security policies and minimum standards


• Perform and document quarterly self-assessments and monitoring activities


• Provide periodic assistance to internal and external auditors


• Participate in creating and maintaining enterprise operations documents (e.g., policies, standards, procedures, and guidelines)


• Ensure risks associated with changes to critical assets are mitigated before implementation (i.e., change control)

REQUIREMENTS:

• Bachelor's degree in Computer Science, Information Systems, or other related field, or equivalent work experience preferred


• A+ Certification and ITIL Foundations Certification a plus


• Three to seven years of experience - Service Desk Technician II


• One to three years of relevant experience


• Self-starter who takes initiative and requires minimal supervision


• Strong analytical and problem-solving skills, systematic thinking, and a good understanding of technologies deployed in the IT environment


• Customer focused with the ability to communicate to, and develop relationships with, all levels of the organization


• Excellent written and oral communication skills


• Ability to multi-task


• Team mentality and the ability to work effectively with diverse stakeholders


• Attention to detail


• Ability to accomplish tasks by established deadlines and to use time efficiently to balance competing demands and priorities


• General understanding of how financial systems support business goals and objectives


• Occasional travel (up to 10%)

The pay range is the lowest to highest compensation we reasonably in good faith believe we would pay at posting for this role. We may ultimately pay more or less than this range. Employee pay is based on factors like relevant education, qualifications, certifications, experience, skills, seniority, location, performance, union contract and business needs. This range may be modified in the future.

We offer comprehensive benefits including medical/dental/vision insurance, HSA, FSA, 401(k), and life, disability & ADD insurance to eligible employees. Salaried personnel receive paid time off. Hourly employees are not eligible for paid time off unless required by law. Hourly employees on a Service Contract Act project are eligible for paid sick leave.

Note: Pay is not considered compensation until it is earned, vested and determinable. The amount and availability of any compensation remains in Kforce's sole discretion unless
and until paid and may be modified in its discretion consistent with the law.

This job is not eligible for bonuses, incentives or commissions.

Kforce is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.

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