Help Desk Analyst

Job Title: Help Desk Analyst 1

Onsite Only - Must live within 2 hours of Delaware

Interview Process - Online Meeting

Hardware – Dell Laptops / desktops

Software – MS O365, Adobe Acrobat, ServiceNow

Customer service skills are very important.

Technical troubleshooting skills a must

Ability to communicate both oral and written.

Years of Relevant Experience: 1 to 3 years field experience

Job Summary:

·         Provide technical assistance, support, and advice to end users for hardware, software, and systems.

·         Provide hands-on technical assistance to business and technical users.

·         Investigate and resolve computer software and hardware problems of users.

·         Serve as a contact for level 1 support.

·         Serve as a contact for users having problems using computer software, hardware, and operating systems, and escalates as necessary.

·         Determine whether problem is caused by hardware, software, or system.

·         Answer questions, applying knowledge of computer software, hardware, systems, and procedures.

·         Talk 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.

·         Experienced with a variety of call-tracking software and systems.

·         Reads trade magazines and engages in independent study to maintain current industry knowledge.

·         Follow quality standards and displays strong customer service skills.

·         Ability to work in a team environment.

·         Complete assigned tasks.

·         Strong communication skills; both written and spoken