Help Desk Analyst

iT Resource Solutions.net,inc; New York (NY); Sur place; USD 42 000 - 60 000; Plein temps

Résumé du poste

iT Resource Solutions.net,inc seeks a Help Desk Analyst to provide Level 1 support for our NYS client. The role includes triaging incidents, troubleshooting basic network issues and assisting users by phone, chat and email.

You will also install and administer monitoring tools, with opportunities for advancement and eventual handling of more complex tickets.

Qualifications

• High School Diploma/GED or equivalent experience.
• Experience on a help desk or service desk preferred.
• Experience troubleshooting desktop hardware.

Responsabilités

• Providing Level 1 support to clients via telephone, chat and email.
• Performing password resets, account unlocks and basic network issue troubleshooting.
• Installing, configuring, administering and supporting network monitoring tools.
• Training and mentoring other service desk associates as needed.

Connaissances

Customer support

Ticket handling

Desktop hardware

Account navigation

Soft skills

Mentoring

Call handling

Teamwork

Formation

High School Diploma/GED or equivalent experience

Description du poste

The Help Desk Analyst will provide Level 1 support to clients. This position will provide customer-friendly assistance to clients experiencing difficulty using IT products and services. The Technical Support Analyst will troubleshoot, diagnose and resolve or elevate Level 1 incidents received as necessary. You may also install, configure, administer, support and analyze the network status monitoring tools. We provide 24/7 support and offer 1st, 2nd and 3rd shift schedules with the opportunity for advancement.

Key Responsibilities

The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Help Desk Analyst is primarily responsible for:

• Performing technical customer support to our NYS client via telephone, chat and email support
• Provide level 1 triage and resolutions such as password resets, account unlocks and troubleshooting network connectivity issues.
• Performing call backs as required
• Identifying and/or coordinating hardware and software requests and offering solutions for customer accounts
• Acting as a subject matter expert (SME) across limited subject areas.
• Training and mentoring other service desk associates as needed

We are seeking candidates with the following qualifications and skills:

Education, Certifications, & Technology Requirements:

• High School Diploma/GED or equivalent experience

Who You Are:

• Ability to learn and become knowledgeable of customer products and services
• Experience working on a help desk/service desk handling tickets preferred
• Experience troubleshooting Desktop hardware and associated peripherals preferred
• Proficiency in navigating accounts with multiple skill set requirements
• Demonstrate effective soft skills, active listening skills and ability to empathize with customer’s situation
• Ability to eventually resolve more complex support ticket requests
• Ability to provide support to new team members
• Effectively manage length of calls/handle time
• Ability to thrive in a fast-paced but fun work environment.
• Promote teamwork and call center success