What are the responsibilities and job description for the Help Desk Analyst position at Primary Talent Partners?
Primary Talent Partners has a new ontract opening for a Help Desk Analyst: Level 2 to join a multinational educational publishing company in Ohio, OH. This is a 7-month contract with a potential for extension.
Pay: $21.44 - $23.44/hr; W2 contract, no PTO, no Benefits. ACA-compliant supplemental package available for enrollment.
Description:
- First point of contact for the users who call our IT Service Desk
- Answers incoming calls, self-service requests, emails, and chats
- Tracks all information in ticketing system
- Participates in knowledge management process to resolve tier 1 incidents and requests in a timely fashion and create new knowledge
- Escalates unresolved problem/issues/requests to the proper resolver group
- Troubleshoot basic end user issues on various software applications, hardware, network, and telecommunications systems and provide basic desktop support.
- Follow standard Service Desk operating procedures; accurately log all Service Desk tickets using the defined tracking software.
- Become familiar with Service Desk policies and processes.
- Become familiar with the Systems, Network, Core applications and each team in the IT Department.
- Other duties as assigned by the Service Desk Manager.
- 2 years of experience in IT space, including 1 years of experience in technical support/ helpdesk.
- Demonstrate a general knowledge of operating systems and application software to provide a high level support.
- Friendly presence and helpful attitude; good interpersonal skills and ability to work well with others.
- Ability to utilize the applications for Microsoft Office for support, reporting and documentation.
- Excellent oral and written communication skills.
- Ability to provide technical support over the phone; excellent phone skills, professional demeanor.
- Excellent problem-solving skills; ability to visualize a problem or situation and think abstractly to solve it.
If you are a person with a disability needing assistance with the application or at any point in the hiring process, please contact us at info@primarytalentpartners.com
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Salary : $21 - $23