Help Desk Analyst
MUST RESIDE IN THE STATE OF NEW YORK Remote with equipment provided
Job Description
The Help Desk Analyst will provide Level 1 support to clients. This position will provide customer-friendly assistance to clients experiencing difficulty using IT products and services. The Technical Support Analyst will troubleshoot, diagnose and resolve or escalate Level 1 incidents received as necessary. You may also install, configure, administer, support and analyze the network status monitoring tools. We provide 24/7 support and offer 1st, 2nd and 3rd shift schedules with the opportunity for advancement.
Key Responsibilities
The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The Help Desk Analyst is primarily responsible for: · Performing technical customer support to our NYS client via telephone, chat and email support · Provide level 1 triage and resolutions such as password resets, account unlocks and troubleshooting network connectivity issues. · Performing call backs as required · Identifying and/or coordinating hardware and software requests and offering solutions for customer accounts · Acting as a subject matter expert (SME) across limited subject areas. · Training and mentoring other service desk associates as needed We are seeking candidates with the following qualifications and skills: Education, Certifications, & Technology Requirements: · High School Diploma/GED or equivalent experience Who You Are: · Ability to learn and become knowledgeable of customer products and services · Experience working on a help desk/service desk handling tickets preferred · Experience troubleshooting Desktop hardware and associated peripherals preferred · Proficiency in navigating accounts with multiple skill set requirements · Demonstrate effective soft skills, active listening skills and ability to empathize with customer’s situation · Ability to eventually resolve more complex support ticket requests · Ability to provide support to new team members · Effectively manage length of calls/handle time · Ability to thrive in a fast-paced but fun work environment. · Promote teamwork and call center success Must have an entry to intermediate understanding of - Microsoft Outlook 2010, Windows 10, Various web browsers and basic computer terminology