Help Desk Specialist

Long term contract with opportunity to convert FTE

On site 1 day per week (after initial training period which is usually 1 month)

Description:

Provide professional and efficient Level I technical support to internal employees (customers) that are using proprietary applications as well as other client-server applications. Diagnose and resolve hardware and workstation configuration problems, routing calls to other support areas as necessary, alerting management where critical. This is primarily a phone support role.

Duties:

- Basic resolution and service delivery by providing a complete and accurate depiction of issues reported, and their resolutions, into problem management system

- Troubleshoot, isolate, and research problem service delivery

- Provide mainly phone support to end users

- Perform basic troubleshooting

- Use of tools, procedures, and customer relation techniques established for the Help Desk team to support customers through telephone, remote access to the customer’s workstation.

- Document all probs, recommending solutions and escalating to a higher tier when necessary

- The analyst will also need to exercise good judgment when dealing with sensitive employee security information, as well as company documentation, in keeping with corporate data security and compliance requirements.

Qualifications and Experience:

- Entry level support technician

- Experience in a corporate support position in a technical environment with the ability to diagnose and troubleshoot system problems.

- Knowledge of, and ability to use, a corporate Help Desk ticketing system.

- Knowledge of current Microsoft Operating Systems

- Excellent oral and written skills to interface with all user/technical communities within the company

- Understanding of financial business environments will increase the incumbent’s potential for success.

- Possess good time management/organization skills necessary to assist in developing IT processes/procedures and to manage own work queue, perform escalations, and assist in team projects.

Supervision:

The employee reports to Corporate Help Desk Manager and has some flexibility in identifying and initiating activities to achieve the objectives of the position. The incumbent is expected to be a “self-starter” who is able to create and carry out tasks assigned with a minimum of supervision.

Education:

College degree in a technical field of study relevant to the position and demonstrate capability to operate in a highly technical environment.

Pay Range depending on experience - OT Eligible

• The Phoenix Group Advisors is an equal opportunity employer. We are committed to creating a diverse and inclusive workplace and prohibit discrimination and harassment of any kind based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. We strive to attract talented individuals from all backgrounds and provide equal employment opportunities to all employees and applicants for employment.