Help Desk Analyst II

CRG Corporation.
Clover, SC
26 Nov 2024

Vacancy expired!

Help Desk Analyst Level 2

Direct Hire

$55,000 - $65,000

Clover, SC - Must sit Onsite

A CRG client in the Clover, SC area is looking for a Senior Help Desk Analyst to join their growing team. This role is responsible for taking ownership of IT problems and works with a sense of urgency to resolve incidents and requests. Communicates status of progress and provides timely updates.

Core Responsibilities:

  • Ability to work in a team environment and motivated to help maintain high team morale
  • This position is responsible for creating and maintaining documentation of processes and procedures and submitting to Team Leads and Manager for approval. This documentation is to be used by team members for the operational standards of daily work.
  • Document processes, procedures and escalation information related to support activities.
  • Ensure that all incidents and requests are logged and tracked in the ticketing system correctly and accurately.
  • Troubleshoot technical issues using personal skillset, SOPs, vendor literature and communicate with team members.
  • Identify outages and major incidents at or during the time of their occurrence. Notify necessary stakeholders and document all troubleshooting steps and relevant information needed until resolution.
  • Interaction and follow ups with vendors and client stakeholders on any critical incidents and/or service requests
  • Ensure proper escalation to designated contacts and facilitate any necessary knowledge transfer for incidents, service requests and knowledgebase
Skills & Knowledge Required:

  • Skilled in different types of computer hardware, software, peripherals and components, networking protocols and communications. Including but not limited to desktops, laptops, mobile devices, Windows OS, MAC, printers/scanners, TCP/IP, WIFI, remote server access, Active Directory, VPN, Microsoft Office Suitesetc.
  • Experience installing and imaging new computers and loading of appropriate software for customers remotely or through various forms of scripting and automation tools.
  • Basic understanding of scripting and automation.
  • Installing printers and other peripherals remotely and troubleshooting their connectivity to local devices using remote support tools.
  • Working knowledge of cloud software solutions, i.e. Office365, Gsuite, AWS.
Minimum Education or Relevant Experience:

  • Two or four-year degree in Computer Science or equivalent technical training
  • Demonstrated customer service skills
  • Minimum of 4 years in IT support
  • Certifications that are beneficial but not required: A+, Net+, MTA, MCSA, MCSE, MOS
Category Code: JN008#zr #Dice