Help Desk Support Center Analyst

Company Name:

Our client, located in Mount Laurel, NJ is seeking a Support Center Analyst for an immediate full-time position. Details include:

Position Summary

Drive service excellence by responding to internal and external client?s needs through end- to- end ownership of support issues. Continuously look for opportunities to improve service and support. Responsible for the client level support of hardware, software, cellular and peripherals. Possess a functional and technical knowledge of Excel, Word, Outlook, PowerPoint, and basic knowledge of Visio, printer hardware, and cellular services. Resolve client issues through the creation, tracking and working of tickets. Use proper judgment to escalate issues through the issue life cycle and in accordance with department policies (includes tier two and tier three). Perform a variety of tasks which may include but are not limited to: answering phones, logging tickets into Support Center System, working tickets through the issue life cycle application support, hardware make readies, and hardware repair. May assist client community in acceptance testing, training, developing client level documentation, on site set up or decommission. Accurately document issues in accordance with Support Center Standards in Support Center System. Demonstrate a moderate level of creativity as well as an ability to work independently and in team situations. Communicate IT related messages to the client community on an as needed basis. Communicate client generated information to departments within IT.

Training will be provided in mainframe applications through instruction by senior personnel and on the job experience.

Essential Duties and Responsibilities

Hardware Diagnostics:
-Diagnose and resolve hardware issues for Personal Computers, Printers, Handheld Devices, Scanners and other IBI approved hardware. Diagnostics are performed by gathering information and reviewing on-line or in-house support documentation.
-Recommend repair versus replacement of hardware for Tier Two Support.
-Responsible for simple to moderately complex repairs on authorized hardware using supporting documentation and internet searches.

Telecommunications Diagnostics:
-Within Support Center Standards investigate, diagnose, and document telecom requests from client community regarding telephone system and phone line issues associated with provisioned services.
-Complete level one analysis of issues within Support Center Standards and document in Support Center System for escalation.
-Responsiblefor resolving simple configuration issues, such as setting up voice mail and connecting hardware to PBX using supporting documentation.

Network Diagnostics:
-Provide level one diagnostics of network issues, record incidents, and/or escalate issues as they occur.
-Take direction from IT Infrastructure to verify operational stability of equipment. Provide updates to IT Infrastructure on issues.
-During valid network outages document issue status, report status to IT Infrastructure and communicate outage status to client community in accordance with Support Center Standards.
-Update tickets with basic troubleshooting information in accordance with Support Center Standards.
-Escalate, track, monitor and close issues relating to data with IBI providers or intermediaries.

-As skill sets develop, participate in client testing. Develop and execute test scripts using provided defined functional requirements or project descriptions received from IT Project Leader and Support Center Management.

Specific Job Knowledge

Job requirements include at least one of the following:
-Two years' experience in a Customer Service and or Help Desk capacity and/or IBI business environment.
-Associate Degree or Bachelor Degree with a preference in Business or Computer Sciences.
-Microsoft Certification as a Technology Specialist or Certified Office Professional.
-A+ Certified.

-Demonstrate proficiency in Microsoft Office Applications (Word, Excel, PowerPoint, Internet Explorer, Outlook, etc.). Proficiency will be determined through IBI administered Microsoft Tests. Version level of software to be defined by IT Management.
-Demonstrate proficiency in Customer Service/Support function. Proficiency will be determined through IBI administered tests.
-Ability to foster a positive work environment by promoting teamwork and open communication.
-With oversight and guidance, able to prioritize multiple tasks while maintaining deadlines.
-Experience in dealing with highly sensitive and confidential information in a discreet and appropriate manner.
-Ability to troubleshoot customer issues in person, over the phone, and through email (generated from Support Center Tickets).
-Demonstrate sense of business integrity and commitment to customer satisfaction.
-Exhibits enthusiasm, high energy and energetic work ethics.
-Demonstrate passion for excellence with respect to treating and caring for clients and coworkers.
-Demonstrate effectiveness in written and verbal communication skills in both technical and non-technical terms.
-Demonstrate analytical and problem-solving skills.
-Possess strong communication skills.

On Call:
-Participate in after hours on call program a minimum four weeks each 365 days.
-Company will provide lap top, air card, and cellular device
-Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions

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