The Help Desk Analyst performs the skills listed below-

• Provides technical assistance, support, and advice to end users for hardware, software, and systems via phone.

• Investigates and resolves computer software and hardware problems of users.

• Answers questions, applying knowledge of computer software, hardware, systems, and procedures.

• Talks with technical and non-technical co-workers to research problem and find solution.

• Asks user with problem to use telephone and participate in diagnostic procedures, using diagnostic software or by listening to and following instructions.

• Create and escalate Remedy trouble tickets to Tier 2 Service Desk staff and/or 3rd Party Service Providers as needed to ensure resolution.

• Follow quality standards and displays strong customer service skills.

• Able to work in a team environment.

• Complete assigned tasks.

• Excellent communication skills; both written and spoken.

• Reset or restore mainframe, LAN and User IDs and passwords through RACF or Active Directory

• Diagnose and coordinate the repair of products by dispatching and tracking the work of appropriate Service Providers.

• Research and update, as needed, reference publications and diagnostic aids to seek information necessary to resolve end user issues.

Required Skills:

• Experience with call tracking and ticketing software

• Attentive to details and ability to be resourceful (using supplied documentation)

• Ability to support users with limited knowledge of computers, software, hardware, and systems

• Above average communication skills and telephone manner.

• Excellent organizational skills

• Basic User & Security Group Active Directory administration

• Strong knowledge of Microsoft based operating systems with emphasis on Windows 7 and Office 365

• Experience with using and troubleshooting Office 365 within a network environment (permissions, calendar sharing, delegation)

• You will be a self-motivated achiever who gains satisfaction from providing excellent customer service

• 1 years previous IT Service Desk and/or Call Center experience required.

***Saturday work from 8 AM - 12 PM is scheduled for once a quarter and management will give at least two weeks’ notice beforehand.***

Skill

Required /Desired

Amount

of Experience

1 years' previous IT Service Desk and/or Call Center experience required

Required

1

Years

Experience with call tracking and ticketing software

Required

1

Years

Attentive to details and ability to be resourceful (using supplied documentation)

Required

1

Years

Ability to support users with limited knowledge of computers, software, hardware and systems

Required

1

Years

Above average communication skills and telephone manner.

Required

1

Years

Basic User & Security Group Active Directory administration

Required

1

Years

Strong knowledge of Microsoft based operating systems with emphasis on Windows 7 and Office 365

Required

1

Years

Experience with using and troubleshooting Office 365 within a network environment (permissions, calendar sharing, delegation)

Required

1

Years

Excellent organizational skills

Required

You will be a self-motivated achiever who gains satisfaction from providing excellent customer service

Required