Help Desk Analyst I
Help Desk Analyst I
Employer Active
Job Alert
You will be updated with latest job alerts via email
Share
Job Alert
You will be updated with latest job alerts via email
Not Disclosed
Salary Not Disclosed
1 Vacancy
Job Description
Job Description
Under general supervision act as first contact for any computer application or system-related problems and be able to provide direct telephone based and remote control/diagnostic support services to include software hardware and network connectivity support to internal users on standard PCs laptops various mobile devices Windows desktop applications and technologies including MS Office365 Outlook Edge Adobe Reader VPN connectivity Citrix printers and applications developed and/or hosted in-house. Support is provided in a process-oriented environment with Service Level Objectives and specific focus on exceeding customers expectations by delivering quality customer service.
With minimal supervision uses technical expertise and established guidelines to complete routine and assigned tasks accurately and in a timely manner.
Consistently uses courtesy while providing support to end users. Asks questions to gather information about the problem and listens carefully. Guides the user through diagnostic and resolution procedures using clear and concise directions.
Resolves a variety of Service Desk ticket problems with good judgment attention to detail persistence and in a timely manner. Documents tracks and monitors trouble tickets to resolution. Meets SLA requirements.
Follows policies and procedure to ensure corporate data security.
Executes and enforces user access guidelines and procedures.
Demonstrates working knowledge of and troubleshoots configuration and connectivity to client/server and web-based enterprise applications and mobile-workforce applications.
Responds positively and promptly to co-worker requests for assistance.
Participates in assigned projects contributing to their accurate and timely completion.
Communicates effectively with all levels of employees both technical and non-technical.
Mandatory:
Associates Degree in a computer science-related field and 2 years recent experience in Service Desk operations.
High School diploma and two years of demonstrated work experience on a Service Desk.
Prefer CompTIA A or Net certifications. Education or training in ITIL electronics organizing planning decision making and effective communication skills preferred.
Successful candidate must have more than two years of demonstrated job experience using basic writing effective communications training and technical reading skills as well as skills in interpersonal relations handling conflict organizing analyzing planning judgment listening decision making cooperation and sensitivity to others technical problem solving and system troubleshooting.
Candidate must be familiar with Incident Management software and processes remote management tools and has higher than average customer service skills.
Experience with ServiceNow Office 365 Citrix and Mobile Device Operating Systems is preferred. In addition to normal office work conditions candidate must have the ability to perform the physical activities of the job.
Valid drivers license required.
Employment Type
Full Time
Company Industry
Electric Power Generation / Nuclear Electric Power Generation / Services for Renewable Energy
