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The Help Desk Analyst provides support on a variety of issues by responding to telephone calls, emails, help desk system tickets and verbal requests for first tier computer, applications, or hardware related technical support. The role will provide exceptional customer service to remote home users, international staff augmentation teams, field office users, and corporate office users. This position reports to the Vice President of Information and Technology. DESCRIPTION:
Provide front line support for all laptop, desktop, phone, printer, copier, and other business provided technology solutionsTroubleshoot and resolve issues and needs in a Windows 10, Office 365 environmentTroubleshoot and resolve issues within the Azure Virtual Windows Desktops for international staff augmentation team.Serve customers with timely, friendly, quality supportOffer personal computer troubleshooting and defined resolution supportPrioritize and analyze customer's requestsEnsure compliance with service level agreements established by IT managementAssign help desk cases to the appropriate support group as defined by IT managementFollow up with support staff and business users to ensure timely and satisfactory issue resolutionLog and track all calls, emails or verbal requests using the help desk software management tool therefore maintaining historical reports on requests and issuesPerform application software maintenance duties; install and test software application patches and upgrades according to the change management processMaintain and periodically audit an inventory of the company’s information technology assetsConduct training and develop training content and job aids for employees and staff augmentation team membersPrepare technical reports, correspondence, and other documents; provide general administrative support that may include maintaining recordsAvailable 24/7 for critical system related problems that may arisePerform other IT support functions as assignedREQUIREMENTS:Minimum of 5 years of professional hands-on experience doing Windows desktop operating system configuration, deployment, troubleshooting and administrationBachelor's degree and/or Windows certification preferred or equivalent experienceExperience troubleshooting and independently resolving moderately complex PC hardware and software problemsAbility to write business correspondence, knowledgebase articles and training materialsAdvanced knowledge of all MS Office applications to include but not limited to: Outlook, Word, Excel, Access, and PowerPointA motivated self-starter who can work independently and in teams on tasks and projects with limited supervisionAbility to communicate effectively across organizational lines addressing both technical and non-technical audiences at a variety of organizational levelsAttention to detail and a rigorous focus on delivering quality outputAbility to work in a fast-paced organization and multi-taskStrong customer service attitude and focus