We are looking for experienced and detail oriented Helpdesk Analyst with a solid technical background to join our Support Services team. Successful candidates must have exceptional customer services skills, strong multi-tasking abilities and be willing to work in a face-paced environment.

Key Responsibilities

  • Provide Tier 1 and limited Tier 2 support to customers of the managed services and cloud services offerings.
  • Respond to phone calls, emails and self-service requests in a professional and timely manner from end users having issues with software, hardware, and peripheral devices.
  • Utilize general troubleshooting techniques and available resources provided in order to diagnose and resolve issues.
  • Open tickets, triage and route tickets accordingly if first call resolution does not occur.
  • Fully document all associated resolutions and/or actions taken in the ticketing software system.
  • Consistently adheres to defined Help Desk policies and procedures for processing, escalating, notifying and closing tickets.
  • Provide routine preventative maintenance tasks as defined by service level agreements.
  • Perform audit tasks assigned to the Help Desk.
  • Regular and reliable attendance is an essential function of the position
  • Other duties and project work as assigned.

Desired Background

  • College degree or equivalent combination of experience/ industry certifications required.
  • Self-motivated with the ability to work in a fast moving environment.
  • Experience supporting Microsoft Desktop/Server Operating Systems and Office suite environment.
  • Basic understanding of networking concepts and best practices; ability to demonstrate basic network troubleshooting techniques (wired and wireless).
  • Technical awareness: ability to match resources to technical issues appropriately.
  • Good customer-centric personality and ability to communicate to technical and non-technical customers.
  • Very organized, self-starter

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