Help Desk Analyst

ZTS-Systems LLC; Leola, Northern (PA, KY); Hybrid; USD 22,000 - 30,000; Full time

Job summary

ZTS Systems seeks a Help Desk Analyst to provide 1st line technical support by phone, handling password resets and application issues. The role is 100% on the phones with focus on reliability and clear communication, in a collaborative team setting.

The ideal candidate has customer service experience and basic IT knowledge; on-the-job training will cover Remedy ticketing, AD basics, and Windows/Office 365 support to solve end-user problems.

Qualifications

• Experience with call tracking and ticketing software.
• Attentive to details and resourceful with documentation.
• Able to support users with limited knowledge of computers, software, and hardware.
• Above average communication skills and telephone manner.
• 1+ years IT Service Desk or Call Center experience.

Responsibilities

• Provides technical assistance, support, and advice to end users for hardware, software, and systems via phone.
• Investigates and resolves computer software and hardware problems of users.
• Answers questions, applying knowledge of computer software, hardware, systems, and procedures.
• Creates and expands Remedy trouble tickets to Tier 2 or 3rd party providers as needed.
• Diagnose and coordinate the repair of products by dispatching and tracking service providers.
• Maintain quality standards and strong customer service in a team environment.

Skills

Customer service experience

Excellent communication

Teamwork

Attention to detail

Organizational skills

Ability to support non-technical users

Tools

Call tracking software

Remedy ticketing

Active Directory administration

RACF

Windows OS support

Office 365 administration

Job description

This is a Tier 1 position requiring working on phones all day. This position is 100% on the phones, password resets and application support. No Tier 2 work will be performed. This is an operational-type job and reliability, and communication are key components to making the department successful.

ZTS Systems seeks someone with customer service experience, people skills, prefer a team environment and have basic IT experience. They can teach the IT, but the candidate either will have or doesn’t have people and customer service skills.

The Help Desk Analyst performs the skills listed below-

• Provides technical assistance, support, and advice to end users for hardware, software, and systems via phone.
• Investigates and resolves computer software and hardware problems of users.
• Answers questions, applying knowledge of computer software, hardware, systems, and procedures.
• Talks with technical and non-technical co-workers to research problem and find solution.
• Asks user with problem to use telephone and participate in diagnostic procedures, using diagnostic software or by listening to and following instructions.
• Create and expand Remedy trouble tickets to Tier 2 Service Desk staff and/or 3rd Party Service Providers as needed to ensure resolution.
• Follow quality standards and displays strong customer service skills.
• Able to work in a team environment.
• Complete assigned tasks.
• Excellent communication skills; both written and spoken.
• Reset or restore mainframe, LAN and User IDs and passwords through RACF or Active Directory
• Diagnose and coordinate the repair of products by dispatching and tracking the work of appropriate Service Providers.
• Research and update, as needed, reference publications and diagnostic aids to seek information necessary to resolve end user issues.

Required Skills:

• Experience with call tracking and ticketing software
• Attentive to details and ability to be resourceful (using supplied documentation)
• Ability to support users with limited knowledge of computers, software, hardware, and systems
• Above average communication skills and telephone manner.
• Excellent organizational skills
• Basic User & Security Group Active Directory administration
• Strong knowledge of Microsoft based operating systems with emphasis on Windows 7 and Office 365
• Experience with using and troubleshooting Office 365 within a network environment (permissions, calendar sharing, delegation)
• You will be a self-motivated achiever who gains satisfaction from providing excellent customer service
• 1+ years previous IT Service Desk and/or Call Center experience required. ***Saturday work from 8 AM – 12 PM is scheduled for once a quarter and management will give at least two weeks’ notice beforehand.