Help Desk Analyst

Job Summary:   Provide customer phone support, resolve technical issues, log and escalate calls as appropriate.   This is a Full-Time position with flexible hours.

Essential Duties:

-Answers all contacts in a professional, friendly and timely manner as requested through submittal mechanisms such as phone, e-mail, fax, and walkups. 
-Builds strong relationships with end users by projecting a positive attitude, showing sincere concern, providing helpful support and making the end user feel important. 
-Acts as the end users’ advocate. 
-Attains and maintains appropriate certifications as necessary. 
-Proficient in the use of standard desktop applications and Internet usage. 
-Troubleshoots and problem solves efficiently by using active listening skills and asking pertinent and specific questions. 
-Demonstrates an understanding and proficiency of use with customer contact management systems. ( Tivoli, Remedy, HEAT, etc.) 
-Displays competency of site hardware, software, systems and all supported services. 
-Competent in supporting shrink-wrapped software. 
-Competent in supporting basic palm applications. 
-Competent in supporting remote connectivity. 
-Competent in supporting proprietary applications. 
-Competent in supporting servers. 

Required Qualifications:  Excellent customer service, documentation and phone skills, and 6-12 months experience in a call center envirnoment.  Candidate must be willing to work first OR second shift.

We are an equal opportunity employer!