What are the responsibilities and job description for the Help Desk Analyst position at Themesoft Inc.?
Job Description:
Job Title: Help Desk Analyst: Level 2.
Location: Columbus, OH (Hybrid).
Client: Edtech Client.
Type: Long term Contractual.
Work Authorization: Candidates must be authorized to work in the U.S. without current or future sponsorship requirements.
Please Note: **The candidates need to be currently living in the Columbus, OH area.**
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.
Desired Qualifications:
• 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.
Regards,
Purnima Pobbathy
Senior Technical Recruiter
972 737 8626
| purnima@themesoft.com |Themesoft Inc |
Salary : $20 - $24
