Job Description
Looking for a new opportunity? Your next Help Desk Analyst position might be with this growing company! You should apply today if you are a motivated person with a strong work ethic and excellent communication skills who enjoys a fast-paced, team-driven environment. This job requires you to handle complex end-user support issues and provide support to team members by focusing and restoring service to the end users. We need the person in this position to know how these processes work together to provide superior support and high availability for business. You should be prepared to cover alternative shifts when needed.
Responsibilities
- Maintain hardware and peripherals: Responsible for upgrading and replacing computer parts; handle documentation and asset inventory
- Meet and exceed SLA standards: Close tickets in a timely manner, while upholding customer service standards
- Understand concepts related to networks, servers, PCs, databases, proprietary systems, etc.
- The chosen candidate will need to facilitate user account management. That means onboarding, change and departure processes
- Troubleshoot end user issues: Provide root-cause analysis on various web and mobile applications; handle escalated tickets relating to server/network related issues
- This position requires technical skills to serve as escalation point for handling incidents and service requests related to application, operating system and other service related problems
- Eager problem-solver who listens for customer cues and actively resolves problems with grace and integrity
- Cisco Hardware experience desired
- Foundational knowledge in Adobe Acrobat
- Proficiency in Microsoft Teams
- Command of Microsoft Office 365
- Adept at analyzing complex business problems, proposing effective solutions and understanding and applying business vision and direction
- Excellent written, verbal and social communication skills
- Candidates who have a combination of superior customer service skills and technical aptitude will be preferred
- Experience supporting desktop/server operating systems and technologies such as Active Directory, DNS, Exchange and VMware
- Ability to work independently with minimal oversight
- Ability to multitask, collaborate and communicate well with individuals of all backgrounds in a fast-paced environment