Help Desk Analyst Jobs

Description
Here is the role with Syneos Health – (Hybrid) 3 days a week in Somerset
Monday – Friday
Shift Time: 1:30 PM to 10:00 PM
Technical Support Specialist I (1 Year+) -
Job Responsibilities

• Achieve all established SLA, monthly metrics and goals tied to email, phone and ticket handling
• Perform related duties as needed regarding hardware warranty processing, field hardware return or deployment of new hardware
• Log incidents verifying and detailing all client information, nature of issue and the troubleshooting steps taken while resolving tickets within service level agreements and submit reports
• Troubleshoot and resolve iPad, IOS and application issues in a Mobile Device Management environment and resolve iPad and laptop connectivity and VPN issues relating to home and public networks
• Troubleshoot MS Outlook email issues on a variety of platforms including iPad, laptop and smart phone
• Escalate tickets when necessary and work with second level support, management, or third parties acting as incident manager driving towards resolution
• Provide CRM (Veeva) application and web support including navigational, usage and how to assistance, synchronization failure and error message resolution
• Assist clients with LMS (learning management systems (Sumtotal)), Web Conferencing Tools and ensure error resolution
• Resolve Windows laptop and tablet issues performing break-fix repair, provide local printer support including wireless connectivity when necessary
• Assist clients with travel and expense (Concur) application navigation and error resolution as well as business rules and guidelines
• Resolve incoming requests for assistance from clients via telephone and email utilizing excellent customer service and communication skills

Requirements

• Critical thinking, problem solving, ability to work independently
• Adeptness in Microsoft Outlook
• Comprehension of basic networking concepts
• Experience with MS Windows 10
• Knowledge of Apple Devices
• Background in user administration and bug fixing in a client server environment
• IT support ticketing system experience desired
• General familiarity with Deployments
• Apple Devices experience
• Comprehensive knowledge of Mobile Device Management
• 2+ years of prior experience
• Proficiency in Apple iOS
• Demonstrated knowledge of Desktop deployment
• Practical knowledge in installing and configuring operating systems, networked and local printers, and business applications

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