Helpdesk Analyst Co-op

Priority Dispatch Corp.; O’Fallon (MO); On-site; USD 21,000 - 30,000; Full time

Benefits offered by this job

Housing stipend assistance

Job summary

Priority Dispatch Corp. is seeking a Help Desk Analyst Co-op to assist with troubleshooting and resolving issues across operating systems, applications, hardware, printing, and user accounts.

You will field requests via phone and email, build rapport with customers, and document problems in an online ticketing system. The role requires a full-time student pursuing an Associate's or Bachelor's degree in information technology or related fields, with 24 credits preferred.

Qualifications

• Full-time student pursuing an Associate's or Bachelor's degree in information technology, computer science or similar field required.
• Preference for students with at least 24 college credit hours.

Responsibilities

• Field incoming support requests from end users via telephone and email.
• Troubleshoot and resolve OS, application, hardware, printing, and account issues.
• Answer general usage questions and document problems in ticketing system.
• Build rapport with customers and elicit problem details.
• Escalate issues as needed and provide status information on open requests.

Skills

Interpersonal skills

Written communication

Oral communication

Documentation skills

Hardware knowledge

Windows OS

Mac OSX

Education

Pursuing IT/CS degree

Tools

Microsoft Office

Skype for Business

Job description

The Help Desk Analyst Co-op troubleshoots and resolves issues related to operating systems, applications, hardware failures, printing problems, user accounts, etc. with exceptional interpersonal skills and a focus on building customer rapport and listening.Essential Duties and Responsibilities (Includes but not limited to):Field incoming support requests from end users via telephone and email, in a courteous manner.Troubleshoot and resolve issues related to operating system, applications, hardware failures, printing problems, user accounts, etc.Answer hardware and software general usage questions.Build a rapport and elicit problem details from customers.Document all pertinent end user information and nature of problem or issue; record the information in an online ticketing system.Provide status information on open support requests.Assign support requests (when required) to the appropriate support technician or analyst.Escalate issues as needed.Regular and reliable attendance in the office is required.Full-time student pursuing an Associate's or Bachelor's degree in information technology, computer science or similar field required.A student that has completed at least 24 college credit hours is preferred.Knowledge of basic computer hardware, such as desktops, laptops, mobile devices and peripherals.Experience with desktop operating systems such as Windows 7, Windows 8.1, Windows 10 and Macintosh OSX.Experience with Microsoft Office products such as Word, Excel, PowerPoint, Outlook and Skype for Business.Exceptional interpersonal skills, with a focus on building customer rapport.Strong written and oral communication skills.Strong documentation skills.The duration of this co-op is January to August, 8:30 am - 5:00 pm, Monday through Friday.Housing Stipend Assistance Program available to those who qualify.We are proud to be an Equal Opportunity Employer.Company-paid background check required upon hire.