Help Desk Analyst (Level 1)

Overview: The client is looking to hire Help Desk analysts to respond to phone, portal, email submitted Incidents and Request tickets The position is for a 40-hour work week, Monday thru Friday 7am 5pm EST. The client operates primarily in a Windows environment and Office 365 with a combination of Laptops, Desktops, and Mobile Devices. Capabilities must include wireless and remote troubleshooting, superior customer service skills, excellent communications skills, and recent Help Desk experience.
Position Responsibilities Include, But Are Not Limited To

• Answer, validate and triage incoming phone-in Incidents and Requests from Internal employees.
• Provide support and follow up for specifically assigned tasks.
• Provide instructions on configuration, setup, maintenance for computer systems, hardware, and software.
• Review and validate ticket information on self-service ticket submissions routed to the Help Desk
• Follow up on customer queries with T2 (in-depth technical support power user) and T3 (expert product and service support engineers, architects) teams.
• Provide best effort support for technical information/assistance on non- standard computer systems, hardware, and software.
• Route and escalate tickets to appropriate support teams.
• Process, validate and triage email submitted Incidents and Request from Internal employees.
• Provide technical information/assistance on configuration, setup, maintenance and initial troubleshooting of standard computer systems, hardware, and software.
• Develop and maintain Knowledge Articles
• Identify and perform First Contact Resolution tickets.

Requirements

• Must be a High School Graduate or equivalent CompTIA A+, Security + or Network + certification HDI Certification a plus.
• ITIL Foundation a plus