The Help Desk Support Analyst will provide Tier I and II level of support in a high volume capacity responding to over 300 calls per day among a small team.
Responsibilities

• Provide Tier I and II level of support for users
• Escalate priority support issues to senior staff and/ or corporate technology groups
• Collect and forward all relevant information prior to escalation to allow senior staff to operate efficiently.
• Maintain a positive working relationship with business lines and other departments
• Prioritize and schedule work as necessary to maintain department service level agreements
• Maintain and monitor department mailbox
• Update and maintain cases in a timely fashion
• PC hardware and software procurement
• Basic networking skills and troubleshooting
• Wireless and remote connectivity troubleshooting
• Works within a small or large systems team and contributes independently
• Understands roles and responsibilities within the team
• Working well with both internal and external group teams
• Enhances team productivity by helping others
• Provides technical supervision on small projects.
• Writes clear and concise technical documents.
• Adheres to department policies and procedures
• Has input to department policies and procedures
• Provide hardware and software support for senior executives
• Basic understanding of Virtual desktop
• Create and maintain training documentation. Train new and existing colleagues in a classroom environment and remotely using web based clients.
• Assist with BCP

Required Skills/Experience:

• Must be team orientated, have a strong service orientation, and possess strong oral and written communication skills.
• Ability to prioritize and multi-task effectively while working in a fast paced demanding environment
• Strong analytical and trouble-shooting skills
• 3+ years vendor application support experience
• 3+ year supporting users in a remote\help desk environment
• 5 + years PC\laptop experience
• 3 + years printer experience
• 3 + years support Windows 10/7 in a corporate environment
• 3 + years support MS Outlook
• 3+ years MS Office support experience
• A+ certification is a MUST