Help Desk Analyst Jobs

AGILIANTHelp Desk Analyst

Our Mission

Transforming lives through Service, Technology and Philanthropy

A little about us

We create transformative partnerships with executives looking for an innovative approach to aligning their strategic plan, people, and technology platform.

Our proprietary Discovery Process enables a top-down approach which delivers Business IT Alignment. We implement strategic and technical resources to deliver a vital partnership and collaboration. Our true end to end solution has a significant impact on our clients top and bottom line.

Our founders have started several companies, which have been on the Puget Sound Business Journal and Inc. 500’s Fastest Growing Private Companies lists. Our track record for success and innovation is unparalleled in the entrepreneurial space.

Our Philosophy

Our organization is built on strong relationships. We are committed to family, trust, creativity, kindness, generosity, community, personal and professional balance. Our environment is built on growth and sustainable success through leadership and innovation.

We support a culture which makes an impact in both business and community.

Job Summary

We are looking for a Help Desk Analyst who is passionate about building long term relationships in their community. Someone who is excited to join a team passionate about what we do and is committed to transforming how IT is delivered to the Mid-market.

You will be responsible for leveraging your Customer Service and Information Technology experience to resolve customer issues within pre-defined Service Level Agreements while maintaining high customer satisfaction. You will be responsible for responding to incoming customer tickets, emails and calls and providing technical support to resolve desktop, printer, scanner, application, mobile device, phones, email, and fax related issues while maintaining excellent relationships with customers and internal teams. If you love change, turning complex problems into streamlined delivery and giving back to your community we would love to sit down with you.

Responsibilities

• Contribute to the development and dissemination of help sheets, usage guides, and FAQ lists for end users
• Demonstrate expertise in Agiliant Help Desk policies and procedures
• Maintain an excellent and informed security posture within Agiliant and customer environments
• Ask educated questions and listen to customers to determine root cause of issues
• Provide technical support to resolve desktop, printers, scanners, applications, mobile devices, phones, O365 email and fax related issues
• Maintain a customer is always right and customer-first attitude while staying in control of the troubleshooting session
• Help resolve customer issues within pre-defined service level agreements minimizing delays
• Provide an exceptional customer service experience
• Thoroughly document customer interactions in the ticketing system to maintain knowledgebase and reduce resolution time
• Install, uninstall, and troubleshoot basic applications (e.g., Office, Adobe, Chrome, Customer Line of Business apps)
• Respond to incoming customer tickets, emails, chats and calls
• Identify major incidents and immediately escalate to the Help Desk Manager
• Escalate unresolved issues with desktop, printers, scanners, applications, mobile devices, phones, ISP, O365 email and fax, along with server or major infrastructure issues to Help Desk Level 2 team
• Remotely assist users through desktop sharing
• Run diagnostics to identify and resolve customer reported issues
• Configure Outlook on desktops and mobile devices
• Follow up with customers to ensure full resolution of issues
• Collaborate with the rest of the Help Desk team to equitably resolve the ticket workload
• Reports to the Help Desk Lead
• Refer to shared Help Desk Knowledge Base to ensure we provide service per the correct policies and procedures, and help keep this documentation up to date and accurate

Requirements

• Desire to learn, independently and on the job
• Confidence, composure, and patience during phone-based tech support
• Ability to present ideas in user-friendly language to non-technical staff and end users
• Exceptional customer service orientation
• Exceptional written and oral communication skills
• Willingness to work a 9-hour shift with one-hour lunch break between 6AM-6PM PST
• Ability to effectively prioritize and execute tasks in a high-pressure environment
• Extreme attention to detail and follow through
• Strong technical acumen
• Ability to easily troubleshoot and resolve PC and mobile hardware, software, operating system, email, printing, and network issues
• Proven analytical and problem-solving abilities
• Energetic, able to switch gears quickly from job-to-job / task-to-task
• At least 2 years’ experience in IT Help Desk services
• Exceptional interpersonal skills, with a focus on listening and questioning skills
• Experience working in a team-oriented, collaborative environment
• Strong documentation skills

Other Important Skills

Communication and Customer Service

• Confident in communication and troubleshooting
• Constantly bring new ideas to improve customer services
• Constantly innovate
• Able to communicate with technical and non-technical people
• High emotional intelligence
• Sense of humor
• Understands the nuance and art of positioning a message to customers
• Customer first attitude, kind, calming, in control, aligned with Agiliant Core Values and our mission
• Great at collaborating with customers and internal teams
• Constantly bring new ideas to improve Help Desk processes, procedures, and services

Organizational

• Excellent with prioritization
• Team player
• Creative thinker
• Effective communication based upon situational assessment
• Attention to detail

Minimum Qualification Requirements

• At least 2 years’ experience (3 preferred) in Help Desk services
• Bachelor’s or Associates degree in computer sciences or similar relevant field or similar experience

One or more of the following certifications (good to have)

• HDI-CSR
• Microsoft 365 Certified: Modern Desktop Administrator Associate
• ITIL Foundation
• CompTIA A+