Help Desk Analyst 1

Mbi Llc; Wilmington (DE); On-site; USD 40,000 - 60,000; Full time

Job summary

A technology services company in Wilmington seeks a skilled technical support professional. The ideal candidate will have 1 to 3 years of experience in providing customer service and technical troubleshooting. Responsibilities include assisting users with hardware and software issues, serving as a first point of contact for support, and maintaining strong communication skills. If you have a passion for technology and customer service, apply to join this dynamic team.

Qualifications

• 1 to 3 years of relevant field experience.
• Ability to provide technical assistance to end users.
• Willingness to investigate and resolve software/hardware issues.

Responsibilities

• Provide technical assistance and support to users.
• Investigate and resolve software and hardware problems.
• Serve as contact for level 1 support for users.

Skills

Customer service skills

Technical troubleshooting skills

Communication skills

Tools

MS O365

Adobe Acrobat

ServiceNow

Call-tracking software

Job description

Job Summary

• Software – MS O365, Adobe Acrobat, ServiceNow
• Customer service skills are very important.
• Technical troubleshooting skills a must
• Ability to communicate both oral and written.
• Years of Relevant Experience: 1 to 3 years field experience
• Provide technical assistance, support, and advice to end users for hardware, software, and systems.
• Provide hands‑on technical assistance to business and technical users.
• Investigate and resolve computer software and hardware problems of users.
• Serve as a contact for level 1 support.
• Serve as a contact for users having problems using computer software, hardware, and operating systems, and escalates as necessary.
• Determine whether problem is caused by hardware, software, or system.
• Answer questions, applying knowledge of computer software, hardware, systems, and procedures.
• Talk 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.
• Experienced with a variety of call‑tracking software and systems.
• Reads trade magazines and engages in independent study to maintain current industry knowledge.
• Follow quality standards and displays strong customer service skills.
• Ability to work in a team environment.
• Complete assigned tasks.
• Strong communication skills; both written and spoken