Job Title: Service Desk AnalystLocation: NYC, NY or Reston, VA (100% onsite)Duration: ContractJob Description: Provide troubleshooting and problem resolution for all network devices, including bridges, file servers, communications servers, mail servers, workstation interface boards and cabling. Break/fix hardware and software support, including troubleshooting at the desktop for problem determination. Resolve problems with long-term fix if the problem cannot be resolved within the service-level time frame, implement an alternative route. Identify and resolve user hardware/workstation problems. Provide end-user support and problem resolution. Provide end-user training on new installations and answer "how-to" questions. Coordinate with third-party vendors to resolve hardware problems, as required. Install and test replacement parts. Acts as a point of contact for plant team to resolve IT issue. Maintains relationships with key stakeholders in the shift. Diagnoses and resolve issues with IT hardware like barcode scanners and printers. Ability to install and configure IT hardware like barcode scanners and printers. Performs initial troubleshooting of assigned IT issues and raise IT ticket if unable to resolve. Liaison with IT support team and plant team to get the issues resolved in time. Hands & feet support in case of requests like power cycle of servers or verifying cable connections.Additional Skills: Meet and greet client's colleagues to answer questions and resolve problems related to all Lines of Business for client's products and services. Triage colleague technical problems and determine if further technical assistance is needed. Maintain documentation on incoming issues via Technology Solution Zone registration tool including steps and actions taken to resolve colleague issues. Provide excellent colleague support for all technology products and services. Ensure issues are resolved within a specified timeframe per our SLA s (Service Level Agreement Maintain a clear level of communication with the colleagues and advise of next steps. Understands Customer Satisfaction is key to the overall success of the Technology Solution Zone! Present a positive, customer-focused image at all times. Must be a team player!