Help Desk Analyst
Summary:
Provides Level 1 Help Desk hardware and software support for internal customers. In order to provide a positive support experience, excellent customer service skills are required.
Essential Duties and Responsibilities:
Troubleshooting and providing technical instruction on hardware and software.
Responsible for creating and maintaining exceptional customer value
Performing remote and on-call support
Maintaining technical knowledge to keep up with rapid changes in tecahnology.
Effective queue and ticket management
Utilize collaboration tools (i.e. Sametime, Outlook, etc.)
Utilization and contribution to knowledge management resources
Hosting of bridge call scenarios along with outage notification.
Wireless Network Support
Processing of new employee tasks (i.e. account creations, equipment requests, etc.)
Ability to interpret an extensive variety of technical instructions and deal with several abstract and concrete variables.
Ability to assume small projects above and beyond technical phone support.
Ability and willingness to cross train with peers from both a process and technical perspective.
Email and network ID administration (create mailbox on active directory and share groups)
Setup access for business applications
Non voice queue monitoring
Mail box monitoring
Remote access administration
Identify processes to more efficiently deliver support
*Other duties may be assigned as needed.
Education and/or Experience:
2 years Technical Helpdesk Support or related experience
2 year technical degree preferred
Computer Knowledge and Skills:
Working knowledge of Networking and computer operating systems i.e. Windows XP
Remote Support Administration
Perform software install pushes using remote access tools
Working knowledge of Microsoft Active Directory
PC configuration of user system profiles, i.e Citrix, Outlook, IE
Microsoft Office Suite
Citrix XP client configuration
Working knowledge of password reset tools such as Courion.
Perform configuration of dial up configuration software and remote connection methods(cable modem, VPN, IE)
Siebel Sales Force Support
Hardware Configuration Support, i.e. adding printers.
Awareness and working knowledge of security technology. SSO, local security, network security, application security.
Language Skills:
Ability to respond to customers questions and complaints with clarity, patience, understanding, and courtesy.
Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or legal reports.
Ability to effectively present information and respond to questions from groups of managers, clients, customers, and general public.
Soft Skills:
Effective time management
Excellent customer service skills
Effective conflict management skills
Effective organizational skills
Ability to deal with more than one task at a time
Ability to coach and mentor other Help Desk peers on technical and process issues.
