Help Desk Analyst Jobs

Summary:

The Service Desk Agent, Lead is responsible for supporting inbound tickets and phone calls to clients and triage needs to higher level engineers as required.

This role will provide all level of support, including level 1 and 2 escalations for workstations, servers, virtualization, printers, networks, and vendor specific hardware and software.

This position will provide support for all users experiencing problems with the clinical application software suite, various operating systems, business productivity software, network and wifi connectivity and other computer related technology.

Duties include end user support, quickly analyze & diagnose application/system issues, creating & updating user accounts in Active Directory & other systems, performs software installs, PC maintenance and maintain communication for planned &unplanned outages.

Minimum Education:

• High School Diploma is a MUST!

• Associate’s Degree preferred

MUST HAVES:

• 5 to 7 years' IT experience.

• 5 years Experience in Desktop and/or Service Desk Support.

• Deep understanding of help desk processes.

• Must have strong functional knowledge; take ownership of skills, knowledge, and relationships needed to perform the job.

• Must be responsible for making sure that all calls for assistance are document via a ticketing system, and are addressed by the team or escalated within established timeframes.

• Must demonstrate excellent customer service, written & verbal communication skills.

• Triage, track & monitor ticket progress per required SLA & follow escalation procedures.

• Must demonstrate ability to learn quickly and adapt to new & changing environments along with the willingness to take on additional responsibilities.

• Must be able to work both independently and cooperatively in a team setting as needed and follow-up towards the successful completion of assigned tasks.

• Lead team of technicians in responding to end user interactions (calls, emails, self service tickets, etc.).

• Identify common issues and escalating, recommending alternatives or changes to business process, training materials, knowledge bases, or job aids to reduce the impact. Establish best practices through the entire technical support process.

• Work closely with internal and external support teams to create workflows that enhance and streamline the customer support experience.

• Ensure that all support processes are documented and reviewed on a regular basis.