Help Desk Analyst (2nd Shift)

  • location: Greenville, SC
  • type: Permanent
  • salary: $45,000 - $50,000 per year

job description

Help Desk Analyst (2nd Shift)

Summary of Position:

The Help Desk Analyst is primarily responsible for first and second level phone and email support for the firm on a variety of hardware and software. Multiple time slots available Monday through Friday with some overtime and one on-call rotation every eight weeks.

Essential Functions:

  • Problem analysis and resolution

    • Logs all help desk calls or email requests into the current IT Service Management System and updates incident and/or problem information
    • Analyzes, troubleshoots and resolves problems with a goal of 85% First Call Resolution
    • Escalates appropriately when necessary
    • Meets the business need by providing a workaround and sets and meets expectations
    • Follows up, ensuring the issue is resolved or the request is satisfied
  • Contributes to the IT Service Management knowledge-base
  • Provides excellent customer service and practices total contact ownership from acknowledgement to closure
  • Contributes to the good of the IT Department and the entire firm
  • Participates in new application testing and special projects
The following are some of the most common technologies used in the offices that would be supported by the Help Desk Analyst:

  • Dell and Lenovo desktops and laptops
  • Windows 10, Windows 7, Office 2016, Office 2010, Autonomy FileSite (DMS)
  • Mobile device support including iOS, Android and BlackBerry devices
  • VPN and Microsoft Remote Desktop Services on all platforms
Requirements:

  • 4+ years Microsoft product support experience including Windows 10, Windows 7 and Office 2016 & Office 2010
  • 4+ years Help Desk experience in an enterprise environment.
  • Four-year technical degree or equivalent work experience
  • Help Desk Institute or ITIL v3 Foundation certification
  • Document Management System support experience
  • SCCM experience
  • Mobile Device Management experience
  • Strong customer service and communication skills (face-to-face, phone and email)
  • Independent analysis and strong problem solving skills
  • Excellent sense of urgency and the ability to triage incidents, problems, tasks, and projects quickly
  • Working knowledge of network and local PC diagnostic utilities
  • Ability to work as a member of a team or independently

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