Help Desk Analyst

Yoh has a contract opportunity for a HELP DESK ANALYST to join our client in Palm Bay, FL.

PLEASE BE AWARE THAT MANY OF OUR POSITIONS REQUIRE A SECURITY CLEARANCE, OR THE ABILITY TO OBTAIN ONE.

JOB OVERVIEW:

Provide first level technical support for software, hardware and connectivity issues to internal company employees and external customers. Responsible for responding to requests received via telephone calls, E-mail or submitted through the work orders system. Requests are researched and resolved in a timely manner in accordance with current Help Desk standards. They acquire and maintain knowledge of XP Pro, Windows 7 operating systems, MS Office applications including Outlook, MS Exchange, Internet Explorer, PeopleSoft and a variety of developed applications. Support policies and standards in order to provide technically accurate solutions to customers. Participate in team projects that enhance the quality or efficiency of Helpdesk services.

JOB RESPONSIBILITIES:

- Responsible for communicating technical information to customers and team members.
- Provides Help Desk Services that meet or exceeds the initiatives identified by End-to-End Services teams and Operational departments within IS.
- Supports incoming calls for approximately 16,000 internal employees to meet goals for answer time 30 seconds and abandon rate 5%.
- Manages Help Desk E-mail queues.
- Incident Owner - responsible for initial submission of incidents and closure of all incidents.
- Supports company acquisitions.
- Participates on End to End Service teams or special project initiatives.
- Responsible for training the new Help Desk team members and provides on-going training for all team members on topics they are a SME in.
- Provides customer training for Meeting Place and Outlook.
- Maintains Help Desk internal documentation and content of customer facing website.

JOB QUALIFICATIONS:

- Technical professional with minimum of four (4) years of experience in IT Support role.
- Highly experienced in supporting IT architecture across multiple facilities, providing field support, network and e-mail administrator experience.
- Must be able to effectively handle stressful situations.
- Ability to work in fast paced environments and adapt quickly to changing situations.
- Strong problem-solving and trouble-shooting skills.
- Commitment to maintaining the highest standard of customer service is essential with outstanding oral and written communication.

EDUCATION:

- AA-AS Degree.
- Schedule flexibility is a must.

PREFERRED JOB SKILLS/EXPERIENCE/KNOWLEDGE:

- Experience with Remedy ticketing system a plus.
- Exceptional communication, Interpersonal, multi-tasking, technical, organizational skills.

DISCOVER ALL THAT'S POSSIBLE WITH YOH. APPLY NOW.

RECRUITER: Pierre Paul

Yoh is a professional staffing provider with over 70 years of experience in the short- and long-term staffing services industry.

Yoh, a Day & Zimmermann company, is an Equal Opportunity Employer, M/F/D/V.

MONJOB

J2W: INFOTECH

Tax Term: CON_W2J2WENTENG

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Enterprise: IT & Telecom