What are the responsibilities and job description for the Help Desk Analyst Remote position at vTech Solution?
Job Title: Help Desk Analyst
Location: Remote (Phoenix, AZ)
Job Type: Contract – 6 Months (Possibility of extension)
Interview Mode: In person
Responsibilities:
- Provides technical assistance and support for incoming queries and issues
- Responds to queries over the phone, email messages from customers seeking help, ask questions to determine the nature of the problem, and walks customers through the problem-solving process.
- Re-assign and/or escalate tickets to other team members as necessary. Assists with data integrity compliance audits. Runs reports to show data integrity errors. Works with users to maintain data integrity standards.
- Documents, updates and communication internal processes as required.
- Problem resolution for complex issues in a timely manner or escalates tickets to management or next support tier as appropriate. Monitors internal customer service desk ticketing system.
- Provides support/orientation to new users.
Knowledge of:
- Customer Service Principles: Deep understanding of "world-class" service delivery and client-focused solution techniques.
- Technical Support Frameworks: Familiarity with the ServiceNow ticketing environment and general IT support hierarchies (Tiers 1, 2, and 3).
- Enterprise Software: Knowledge of ERP systems and specialized HR/Talent Management software like PageUp.
- Data Governance: Understanding of data integrity standards, audit compliance, and the importance of accurate reporting.
Skills in:
- Analytical Troubleshooting: The ability to perform triage, diagnose system related issues, and isolate the root cause of complex technical problems.
- Communication & Pedagogy: Skilled in "walking" non-technical users through problem-solving steps via phone or email and providing orientation to new users.
- Technical Writing: Proficiency in documenting internal processes and creating clear, actionable updates for problem resolution.
- Platform Management: Skill in navigating and monitoring internal service desk applications to ensure no request is overlooked.
Abilities to:
- Active Listening: The ability to ask targeted questions to determine the nature of a problem and gauge the user's technical proficiency.
- Prioritization & Escalation: Ability to judge the severity of a ticket and determine when to re-assign or escalate it to management or a higher support tier.
- Attention to Detail: Ability to run reports and identify subtle data integrity errors to maintain system standards.
- Time Management: Ability to provide resolutions for complex issues in a timely manner while maintaining a high volume of ticket documentation.
Required experience:
- 1 year of experience with Help desk or troubleshooting
- Experience with serviceNow - ticket managing system
vTech Solution Inc. is a Managed IT Services firm headquartered in Washington, DC. They specialize in a range of services including cloud computing, managed network security, and cybersecurity. Their primary focus is on providing human-centered IT solutions for government and business sectors, including federal, state, local, and education (SLED) groups, as well as commercial organizations.
vTech Solution offers services such as:
- Managed Security Services: Implementing zero-trust security frameworks to prevent cyber threats in real-time.
- Multi-cloud Management Services: Helping businesses digitally transform with smart cloud technologies.
- Infrastructure Managed Services: Creating resilient and secure infrastructure management.
- Professional Services: Providing expertise for mission-critical programs.
- Productivity and Communications: Ensuring secure and confident business connectivity from anywhere