It Support Helpdesk Analyst I Jobs

Preferred: Bachelor's Degree in Computer Science, Management Information Systems, or related field

Needs basic knowledge of Microsoft Office Application and PC skills

Analyzes requirements and maintains, tests and integrates application components in a timely, cost-effective manner

Works with key business partners to identify and define requirements

Demonstrates excellent organizational/interpersonal skills and safety as the utmost priority

Provides application software development services or technical support

Active Directory knowledge: Familiarity with Active Directory account management, group policies, and user permissions.

Active Directory management: Assist users with account administration, password resets, group memberships, and access permissions.

Experience: Minimum of 2 years of experience in a Help Desk or technical support role, preferably in a Level 2 capacity.

Technical expertise: Strong troubleshooting skills in laptop, desktop, and iPad hardware, with a good understanding of software applications.

Printer support: Experience troubleshooting printer-related problems and configuring print settings.

Customer service skills: Excellent verbal and written communication skills with a strong focus on customer satisfaction.

Knowledge, Skills, and/or Abilities Required:

Interpersonal skills such as: telephony skills, exceptional written and oral communication skills, active listening, and customer-care

Typing skills to ensure quick and accurate entry of service request details (45+ WPM)

Proven experience as a Help Desk Technician or other customer service role

Remote access technologies (VPN, dial-up, terminal services)

Relevant certifications (A+, Network+, etc.)

Preferred Experience with MDT (Microsoft Deployment) / HEAT/ BigFix / AD access management / M365 and Azure

Bachelor’s degree or equivalent work experience.

3+ Years with Bachelor’s degree or 9+ years’ work experience.

General knowledge in multiple SDLC methodologies

Strong communication and facilitation skills

The Support Engineer I work in ServiceNow working with MAC and Windows and many applications that support the business. 20%

Work with IT management to provide proper levels of customer service based on customer needs.

Working knowledge and experience with Windows 10 and VDI software operating systems; Microsoft Office suite.

Work with remote users across corporate environment to provide support with various remote-control software.

Between 1-3 years of work experience is required.

General knowledge of Information Technology concepts and procedures

Knowledge of computer hardware and peripherals

At least two years of management experience

Manage admissions processing, incoming/outgoing mail (electronic and paper), and admissions data reporting

Manage all third-party systems including Mongoose, Main Stay, WISR/Ship Mates, CFNC, Common App, College Board, and Encoura

Continually develop improvements to the student experience of applying and enrolling to the university

License or Certification Required by Statute or Regulation

Experience working in undergraduate admissions

Strong communication skills, ability to work cooperatively with coworkers, management, and vendors

Support users at their desk, over the phone, and remotely

Be “remote hands” for working on servers and networking equipment

Strong problem diagnosis and creative problem-solving skills

Critical thinking skills: make assessments and provide solutions to problems.

Eligible for discretionary benefits: annual performance bonus of 10%

Utilizes enterprise desktop management tools for operating system and software deployments

Documents Help Desk processes and procedures through knowledgebase articles, SharePoint postings, and in-person training;

Assists the Help Desk Manager with running and processing daily and periodic reports;

Provides first level support via telephone, chat, email, or in-person to City staff requesting assistance for software and hardware issues;

Processes, routes, and escalates IT requests quickly and accurately through the City’s ITSM portal and provides feedback for improvements;

Provides technical guidance, installs and performs repairs to hardware, software, and peripheral equipment following established procedures, correcting deficiencies with senior engineers;

Outstanding organizational and time-management skills

Proven experience as IT Technician or relevant position

Excellent diagnostic and problem solving skills

Good knowledge of internet security and data privacy principles

Work with IT team to handle all IT help desk requests, follow up to ensure complete

Report on/track requests for trends/recurring issues that need to be resolved

IV. Knowledge, Skills and Abilities

Additional certifications such as ITIL preferred.

Work experience in customer service and/or information technology preferred.

Basic knowledge and understanding of how technology can be applied to provide standard system support.

Basic knowledge of PC hardware and peripherals associated with applications.

Effective communication skills, ability to read and follow instructions accurately, timely and effectively.

Provide management reports on help-desk operations and issues regarding the support of Information Resources.

Bachelor's degree in Information Technology, Information Systems, or a closely related field OR equivalent combination of education and experience

Manage helpdesk and user support staff.

Conduct performance evaluations and monitor team performance.

Assign work to technical staff to ensure timely and effective response

Monitor helpdesk operations and escalate help-tickets to ensure client's problems are handled expeditiously

Adherence to schedules (published in the Workforce Management application).

Upskilling to support additional customers will continue directly following training graduation.

Relying on resources as trained (knowledge base, websites, support channels).

Please see below job details:

Position : Contact Center Tech Rep

Duration: 3 + months with the possibility of extension

Performs all other duties as assigned by management

Typically requires 0-2 years of related work experience

Typically follows existing procedures to perform routine assignments and to solve standard problems

Analyzes basic information and standard practices to make decisions impacting work performed

Individual contributor working with direct oversight

Bachelor’s degree in relevant field preferred

Demonstrates a commitment to enhancing one’s own awareness, knowledge, and skills related to equity, diversity, and inclusion

Assists users, both remotely and in-person, to diagnose and resolve problems, escalates when necessary, and documents problem status and action taken.

Maintains appropriate professional designations and up-to-date knowledge of current information technology techniques and tools.

Information Systems Knowledge (Intermediate – I):

Preforms preventive maintenance on IT and AV equipment to ensure quality assurance.

Installs new laptops, desktops, mobile devices, peripherals, software and A/V equipment.

Working knowledge of help desk software, databases and remote control

In person and remotely walk customers through problem solving process.

Recommended procedure modifications or improvements to the IT Manager and team members.

Preserve and grow your knowledge of help desk procedures, products and services.

Strong client-facing and communication skills

Proven working experience in providing help desk support.

Improve and utilize remote PC management processes and toolsets.

Apply project management methodology to ensure successful project outcomes.

Assist in the management of vendors and consultants when necessary.

Stabilize, standardize, and maintain the hardware and software infrastructure .

Maintain the hardware and software infrastructure for end-users.

Deploy and service essential software packages.

Outstanding organizational and time-management skills

Proven experience as IT Technician or relevant position

Excellent diagnostic and problem solving skills

Good knowledge of internet security and data privacy principles

Work with IT team to handle all IT help desk requests, follow up to ensure complete

Report on/track requests for trends/recurring issues that need to be resolved

Must have extensive experience with Microsoft Active Directory and user management

Supports remote computing and telecommuting clients

Extensive experience with hardware/software platforms to include MS Windows 7 and 10

Extensive experience in Microsoft Suite Office 2013/2016

Good diagnostic and troubleshooting skills

Knowledge of Microsoft Lync/Skype for Business.

At least 1 year of Helpdesk experience

Adobe Creative Cloud support (basic knowledge of the application)

Assist users with computer issues – both hardware and software

Office 365 support – Outlook, Word, Excel support

Assist the warehouse with issues including the above but also including scanners and mobile devices

Common systems you will be directly troubleshooting are both PC and Mac computers, printers, mobile devices such as iPads