Help Desk Level 1
Great long term opportunity to work for a Nationwide Leader in its field of expertise.
JOB SUMMARY/OVERVIEW
The Helpdesk Analyst is responsible for providing first level troubleshooting and support to the internal organization as the main point of contact for IT support needs. The Helpdesk Analyst will troubleshoot issues raised from end-user calls, emails, and unassigned cases and coordinate problem resolution. The Helpdesk Analyst will answer ACD phone calls to the Help Desk, process emails and incoming cases using excellent customer service skills to ensure problem resolution and, track all activities and ensure proper closing of assigned cases in our case management system.
ESSENTIAL DUTIES/RESPONSIBILITIES
Provide exceptional customer service to internal user community while following industry best practices.
Learn the culture, policy and procedures, and technical trouble shooting requirements to be able to help internal customers.
Provide 1st level technical support by creating and/or resolving NorthStar cases.
Troubleshoot problems with basic network connectivity, web access, Outlook access and Exchange, SQL connectivity, ODBC.
Provide navigation and troubleshooting support for proprietary applications (Payroll, Benefits, etc.)
Document resolution or problem fixes and promote to Helpdesk knowledge base.
Troubleshoot internal applications specific and the business.
Resolve issues using appropriate troubleshooting in coordination with other team members and subject matter experts.
Follow complex methods and procedures in diverse routine and non-routine tasks.
Learn and maintain a high level of knowledge of computing environment.
Train and work with non-technical end-user base, providing new user orientation on basic computer functionality.
Think outside of the box to resolve escalated problem issues/cases.
Provide reporting of accurate Helpdesk ticketing metrics to immediate supervisor.
Diagnose and resolve client side hardware problems or failures (break fix).
Escalate global issues to established escalation path and support structure and provide timely updates to global outages.
Clearly document and communicate global changes to end-user community
Support mobile devices in environment.
Provision accounts for new users/terminated users as well as password administration.
Enforce company IT standards and IT policies.
Identify security risk to the environment from a client-side standpoint.
Other projects and responsibilities may be added at the manager's discretion.
JOB REQUIREMENTS AND QUALIFICATIONS
Education: Bachelor of Science degree or equivalent combination of education/experience.
Training Requirements (licenses, programs, or certificates): HDI Support Center Analyst certification desired; CompTIA A
preferred
Experience: 1-2 years minimum Helpdesk or IT Support Experience.
Other Knowledge, Skills and Abilities:
Ability to work within a technical help desk environment. Demonstrate aptitude in logical and analytical thinking, as well as display strong problem solving skills.
Demonstrates sound business understanding and can demonstrate ability to see the big picture.
Diagnostic and troubleshooting skills required to identify root cause of user issues, develop solutions, and recommend appropriate actions.
Skills for information gathering and deciphering to generate documentation.
Excellent customer service, technical writing and organizational skills.
Working knowledge of Windows operating systems and PC configurations.
Working knowledge of remote connection tools (RDP, Remote Assistance) for assisting remote users.
Knowledge of Windows XP, Windows 2000/2003 Server, Microsoft Office 2003/2007, Norton Ghost, Active Directory, Exchange, SMS, SQL, SCCM, App-V.
Working knowledge of Local Area Networks, TCP/IP, Wi-Fi.
Working knowledge of all types of client-side hardware (laptop systems, desktop systems, Apple products, printers and peripherals).
Working knowledge of various smartphones (iPhone, Android, Blackberry).
Ability to learn current IT policies and provide feedback on adjustments needed.
WORK ENVIRONMENT/OTHER INFORMATION
(Travel required, physical requirements, on-call schedules, etc.)
Standard schedule, but may occasionally require additional time to complete tasks as required. Adaptability/flexibility to work any shift within 7:00 AM - 9:00 PM, Monday-Friday during Help Desk open hours.
The noise level in the work environment is usually low to moderate. The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.Estimated Salary: $20 to $28 per hour based on qualifications.
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