Help Desk Analyst
Help Desk Analyst
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Salary Not Disclosed
1 Vacancy
Job Description
Position Type: Hybrid
Hybrid/Onsite Schedule: Telework on Friday
Contract Length: 1.5 months likely extension
Position Overview:
We are seeking a reliable Help Desk professional to provide fulltime phone support focused on password resets and application assistance where strong communication skills and dependability are essential for success in this operational role.
Duties:
Provide technical assistance support and guidance to end users for hardware software and systems via phone.
Troubleshoot and resolve userreported software and hardware issues.
Respond to inquiries using knowledge of computer systems applications and standard procedures.
Communicate with both technical and nontechnical colleagues to research and resolve problems.
Guide users through diagnostic procedures over the phone using tools or stepbystep instructions.
Create and escalate Remedy trouble tickets to Tier 2 support staff or thirdparty service providers as needed.
Adhere to quality standards and demonstrate strong customer service skills.
Collaborate effectively within a team environment and complete assigned tasks on time.
Exhibit excellent verbal and written communication skills.
Reset or restore user IDs and passwords using RACF or Active Directory.
Diagnose issues and coordinate repairs by dispatching and tracking appropriate service providers.
Maintain and update documentation reference materials and diagnostic tools to aid in problem resolution.
Required Skills:
1 years of IT Service Desk and/or Call Center experience required.
1 year of experience using call tracking and ticketing software.
1 year of demonstrated attention to detail and resourcefulness in using provided documentation.
1 year of experience supporting users with limited technical knowledge of computers software hardware and systems.
1 year of aboveaverage communication skills and professional telephone manner.
1 year of experience with basic user and security group administration in Active Directory.
1 year of strong knowledge of Microsoft operating systems
1 year of experience troubleshooting and using Office 365 in a networked environment including permissions calendar sharing and delegation.
Excellent organizational skills required.
Must be a selfmotivated achiever who takes pride in delivering outstanding customer service.
Required Experience:
Senior IC
Employment Type
Contract
