HELPDESK ANALYST - REMOTE

Vets Hired; San Diego (CA); Remote; USD 40,000 - 55,000; Full time

Job summary

A leading company in San Diego is seeking an Entry Level Helpdesk Analyst to be the first point of contact for IT support. This role requires strong communication and customer service skills, along with a proactive attitude towards troubleshooting and learning. You will be responsible for managing incoming calls and resolving tier 1 incidents while escalating more complex issues to the appropriate teams. Ideal candidates will have a background in IT with relevant certifications and a friendly, helpful demeanor.

Qualifications

• 2+ years of experience in IT, including 1+ years in technical support.
• General knowledge of operating systems and application software.

Responsibilities

• First point of contact for users calling the IT Service Desk.
• Troubleshoot basic end user issues on various software applications.
• Follow standard Service Desk operating procedures.

Skills

Communication

Customer Service

Problem Solving

Technical Support

Education

Industry Specific Certifications

Tools

Microsoft Office

Job description

• Entry level; looking for someone with 2+ years of experience in IT space, including 1+ years of experience in technical support / helpdesk.
• Strong Communication Skills Written and Verbal to be able to stay focused on the conversation and manage calls for support.
• Great Customer Service skills with attention to detail and ability to listen
• Naturally inquisitive and want to learn and understand at deeper level
• Proactive with information gathering.
• Understand how to troubleshoot and when to escalate
• Plus, if they have industry specific certifications like A Plus, HDI, Network Plus, CompTIA Plus

Job Description :

• First point of contact for the users who call our IT Service Desk
• Answers incoming calls, emails, chats
• Tracks all information in ticketing system
• Uses KB tool along with expertise to resolve tier 1 incidents and requests in a timely fashion
• Escalates unresolved problem / issues / requests to the proper tier 2 support team
• Troubleshoot basic end user issues on various software applications, hardware, network and telecommunications systems and provide basic desktop support.
• Follow standard Service Desk operating procedures; accurately log all Service Desk tickets using the defined tracking software.
• Become familiar with helpdesk policies and services.
• Become familiar with the Systems, Network, Core Applications and each team in the IT Department.
• Other duties as assigned by the Service Desk Manager.

Qualifications :

• 2+ years of experience in IT space, including 1+ years of experience in technical support / helpdesk.
• Demonstrate a general knowledge of operating systems and application software to provide a high level support.
• Friendly presence and helpful attitude; good interpersonal skills and ability to work well with others.
• Ability to utilize the applications for Microsoft Office for support, reporting and documentation.
• Excellent oral and written communication skills.
• Ability to provide technical support over the phone; excellent phone skills, professional demeanor.
• Excellent problem solving skills; ability to visualize a problem or situation and think abstractly to solve it.

Create a job alert for this search

Helpdesk Analyst • San Diego, CA, United States