Help Desk Support Analyst

Charlotte, NC

Brooksource is searching for a Help Desk Support Analyst in Charlotte, NC to support internal employees for our Fortune 500 Telecommunications client. This position is an ongoing long-term contract with potential for full-time conversion. This is the ideal opportunity for a recent college or IT bootcamp graduate with 3 months of technical helpdesk experience to get their foot in the door and grow within a supportive team.

This Analyst will be a part of Support Desk responsible for providing first level IT support for IT-related business partner issues and service requests. This position requires participation in a hybrid working model, with 3 days per week spent in our client’s Charlotte, NC area office and 2 days remote.

Daily You Will:

• Provide live phone support to the employees, employing a high degree of customer service, technical expertise and timeliness.
• Provide basic level remote IT assistance for problem resolution and escalate complex problems to second tier personnel
• With moderate supervision, take ownership of an issue and follow through on a resolution with end users and other pertinent IT staff
• Track support calls in the Help Desk ticketing system
• Adhere to established standards and procedures in resolving problems.

Major Duties And Responsibilities:

• Receive customer support requests via phone and email from employees and contractors worldwide in a fast-paced environment.
• Use basic troubleshooting techniques to resolve or route issues pertaining to email problems or features, network connectivity, personal computer problems, and application problems for our employee and contractor customer base.
• Use multiple ticketing systems to document and route support case to the appropriate group(s) who can assist in resolving the issue.
• Expect a case load of approximately 40-50 cases per day.
• Regular interaction with various support groups and end-users at all levels.
• Analyze problems and solve them creatively.
• The ability to develop a strong knowledge of products, features and services and how our customers use them.
• Ability to handle multiple tasks simultaneously, prioritize and complete specified tasks on time.
• Ability to effectively communicate orally and in written form.
• Assist on special projects and escalations outside of normal call taking responsibilities without affecting the team goals for hold times and abandon rates or any personal goals.
• Learn how to identify inefficiencies and work with leadership to improve the overall functionality of the support desk.
• An ability to follow a defined day to day work schedule and be punctual for all duties.

Skillset:

• *Previous over-the-phone support desk troubleshooting is required*
• Bachelor’s/Associate’s Degree or Bootcamp background in Computer Science or IT related field, or equivalent professional experience
• 3 months of previous Helpdesk or similar experience, ideally including Windows 10, basic networking, printer, virtual desktop, VPN, remote-in, password resets, and other troubleshooting experience.
• Excellent Customer Service skills, including a positive attitude and ability to instill confidence in your customers. Proactive follow-up, effective problem resolution, and end-to-end ownership of the problems is required. Also requires proven ability to learn new systems as required to effectively support customer needs.
• Must be team-oriented and able to work in a fast-paced environment. Must work together with team to build and maintain effective single point of contact.
• Must be customer-centric and passionate in promoting your customers’ needs and getting them met.
• High attendance reliability

Environment:

• Hours: Monday-Friday, variety of shifts
• Location: Charlotte, NC area (about 10 minutes SW of Uptown Charlotte) – 3 days per week on site, 2 days remote

BENEFITS OF WORKING WITH BROOKSOURCE:

• Direct communication with the hiring manager, which allows us to move candidates through the interview process faster.
• Dedication to keep an open line of communication and provide full transparency.

Job Types: Full-time, Contract

Pay: $17.00 per hour

Expected hours: 40 per week

Benefits:

• Dental insurance
• Health insurance
• Vision insurance

Schedule:

• Monday to Friday

Ability to Relocate:

• Charlotte, NC 28217: Relocate before starting work (Required)

Work Location: Hybrid remote in Charlotte, NC 28217