Help Desk Analyst

Job Title: Help Desk Analyst
Location: Tucker, GA
Great Compensation

Our client has an immediate opening for Help Desk Analyst position in Tucker, GA. As a Help Desk Analyst, you will be responsible for assisting Field Service Technicians and Managers who are experiencing procedural or operating problems with hand held devices. You will guide them, step by step, through established troubleshooting procedures with the goal of resolving their issues in a timely manner. In addition, you will apply your knowledge of computer technology and your creativity to resolving challenging issues that cannot be easily addressed by standard fixes. In this role, you will need to manage your time effectively and maintain a high level of focus in order to provide exceptional customer service to your colleagues.

JOB DUTIES AND RESPONSIBILITIES
Work with users to troubleshoot and resolve first and second-level proprietary software and device support
Record accurate user and request information in the service management system
Update and maintain the Work Log with information that pertains to customer requests
Escalate higher-level problems to the other analysts or support personnel as appropriate
Document and applies the knowledge gained in your work to existing and future cases
Participate on teams or projects to improve internal processes or services offered to end users

QUALIFICATIONS
Requires high school diploma or equivalent experience
Must be bilingual, preferably in Spanish
Minimum of 1 year technical support experience required.
Must have basic knowledge of standard business applications and processes
Experience with call center management/service management ticketing software strongly preferred
Experience with remote access/remote management software (eg, LogMeIn123 Rescue) preferred
Experience taking calls in a high volume environment using a complex multi-line phone systems and have an understanding of active call distribution preferred
Experience supporting custom software application(s) preferred
Understanding of basic cellular technology and communications protocols helpful

For immediate consideration for the Help Desk Analyst role, in Tucker, GA please forward your resume to (see below).

Synergis serves a myriad of clients across nearly all industries, from start-ups to Fortune 100 companies. The outcomes of these relationships are demonstrated in a growing list of more than 300 clients and industry recognitions by Inc. magazine and the Atlanta Business Chronicle.

From its foundation in 1997, Synergis has been successfully recruiting and placing IT professionals in all areas of information technology. Recently named the Best Place to Work in Atlanta by the Atlanta Business Chronicle, Synergis has been successfully recruiting and placing IT professionals for over 10 years. For more information about Synergis, please visit the company website.

Synergis is an Equal Opportunity/Affirmative Action employer.