Help Desk Analyst - Remote

Overview
The Connection team has an awesome opportunity through our Technical Staffing division for an Entry Level Help Desk Analyst in Jacksonville, FL or Lake Forest, IL. This is a direct hire opportunity with our client in the distribution industry. This position is remote and responsible for technical support, procedural advice via the telephone or work submitted via the web. Qualified candidates will be able to provide IT assistance to troubleshoot/handle support calls regarding Desktops, Laptops, Printers, Phones, Mobile Devices, E-Mail, Password Resets, Supplier Connect, etc.
Direct hire position. 3 weeks PTO first year. 80% hands on and 20% administration, Windows and ServiceNow environment.
Job Duties

• Reviews and updates knowledge articles to assist with the troubleshooting and resolution of technical problems.
• Installs; configures and upgrades computer hardware/software
• Responds to reported inputs including, phone, web, email, system generated messages, monitoring tools.
• Research problems that do not have a documented solution and formulates a resolution.
• Provides technical and procedural advice, assistance, support, and incident/request resolution to the full complement of systems, hardware, and software.
• Reviews daily ticket flow to make sure all issues are properly researched, updated, resolved, or escalated.
• Resolution is delivered via phone, email, or remote assistance.
• Applies diagnostic techniques to identify problems; investigate causes and recommend solutions
• Documents customer interactions into ServiceNow and/or the Knowledge Base System.
• Troubleshooting techniques and technical knowledge to identify the incident severity and the required resolution process.
• Provides end user software troubleshooting and support

Responsibilities
We Value:

• Solid technical aptitude
• Associates or Bachelor’s degree or equivalent work experience
• Ability to prioritize activities and multi-task in a high-stress environment
• Knowledge of MS Windows XP/7, MS Office, MS Exchange, PC Hardware/Software
• ServiceNow experience preferred; not required
• 1+ years of experience in IT infrastructure support
• Previous experience supporting help desk operations
• Comprehensive knowledge of desktop operating systems and applications
• Strong interpersonal, written and communication skills
• Comprehensive knowledge of the principles; methods and techniques used in computer troubleshooting and support
• Customer service experience
• Ability to explain/relay IT issues to various levels of end-users
• Insight into how to use multitude of tools to perform job