Become a Partner

Help Desk Support Analyst (Tier I)

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

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