What are the responsibilities and job description for the Help Desk Analyst position at BlueSky Resource Solutions?
Job Title: Help Desk Analyst
Location: Atlanta, GA
Job Type: Contract to hire
Job Summary:
The help desk technician fields all helpdesk calls from the user base and creates the initial trouble ticket. If an issue is outside of helpdesk troubleshooting guides, the trouble ticket is reassigned to level 2 for resolution. If the issue is to be resolved by a 3rd party vendor, level 1 will work with 3rd party vendors/contacts until resolution.
Responsibilities:
- Monitor all environments (field and Data Centers) via Libre NMS; diagnose/repair and/or report/communicate alarms to the appropriate technical support teams
- Identifies, diagnoses and resolves level one problems for computer users: software, hardware, network and communicates solutions to the end-user
- Provides one-on-one end-user problem resolution over the phone
- Delivers, tags, sets up and assists in the configuration of the end-user desktop hardware, software and peripherals
- Diagnoses and resolves user network (wired/wireless) printer problems, computer hardware, e-mail and intranet access problems.
- Creates an IT trouble ticket that documents the call and processes that were performed, as well as to be performed – until closed
- Coordinates timely repair of computer equipment covered by 3rd party vendor maintenance agreements
- Communicate clearly and professionally with all users
- Perform minor desktop hardware repair for computer equipment and peripherals that are not covered by 3rd party vendor maintenance agreements
- Help create documentation on policy, procedures and troubleshooting guides
Qualifications:
- Education: None required
- Experience: 3 years of experience in Customer Service with an interest in Information Technology – any internships or IT experience is a plus
- Skills: Punctual, committed, strong work ethic and willingness to learn. Coming from a Customer Service type of role.
- Certifications: None required
- Preferred Qualifications: Internships or IT knowledge
- Work Environment & Requirements: 3 days on-site, 2 days work from home
Equal Opportunity Employer:
BlueSky Resource Solutions is an equal opportunity employer. We are committed to creating an inclusive environment for all employees and applicants. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.