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Help Desk Analyst - Remote

Company

Connection
Address , Tallahassee, 32301, Fl
Employment type FULL_TIME
Salary
Expires 2023-07-02
Posted at 1 year ago
Job Description
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:
  • Documents customer interactions into ServiceNow and/or the Knowledge Base System.
  • Installs; configures and upgrades computer hardware/software
  • Provides end user software troubleshooting and support
  • Resolution is delivered via phone, email, or remote assistance.
  • Applies diagnostic techniques to identify problems; investigate causes and recommend solutions
  • Reviews daily ticket flow to make sure all issues are properly researched, updated, resolved, or escalated.
  • Reviews and updates knowledge articles to assist with the troubleshooting and resolution of technical problems.
  • Responds to reported inputs including, phone, web, email, system generated messages, monitoring tools.
  • Troubleshooting techniques and technical knowledge to identify the incident severity and the required resolution process.
  • Provides technical and procedural advice, assistance, support, and incident/request resolution to the full complement of systems, hardware, and software.
  • Research problems that do not have a documented solution and formulates a resolution.
Responsibilities:
We Value:
  • Strong interpersonal, written and communication skills
  • Associates or Bachelor’s degree or equivalent work experience
  • ServiceNow experience preferred; not required
  • Insight into how to use multitude of tools to perform job
  • 1+ years of experience in IT infrastructure support
  • Solid technical aptitude
  • Ability to prioritize activities and multi-task in a high-stress environment
  • Previous experience supporting help desk operations
  • Knowledge of MS Windows XP/7, MS Office, MS Exchange, PC Hardware/Software
  • Ability to explain/relay IT issues to various levels of end-users
  • Comprehensive knowledge of the principles; methods and techniques used in computer troubleshooting and support
  • Customer service experience
  • Comprehensive knowledge of desktop operating systems and applications