Help Desk Analyst Job

HELP DESK ANALYST needed for a CONTRACT opportunity with Yoh's client located in ANNAPOLIS, MD.

THE BIG PICTURE - TOP SKILLS YOU SHOULD POSSESS:

- TitleExpress software
- Help desk/software support
- System administration functions

WHAT YOU'LL BE DOING:

- Provides technical assistance for TitleExpress software and ancillary products by responding to and diagnosing problems through discussion with users via telephone, remote support tools and web chat portal.
- Includes problem recognition, research, isolation, resolution and follow-up steps.
- May interact with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problem.
- Simulates or recreates user problems to resolve operating difficulties.
- Provide accurate and creative solutions to customer problems of moderate nature to ensure customer productivity.
- Assist in the resolution of customer and support issues to ensure timely distribution of knowledge and positive impact on customer satisfaction.
- Acquire and maintain current knowledge of relevant products (software and hardware) and support policies in order to provide accurate solutions to customers.
- Attend and possibly assist in training sessions.
- Develop business and technical writing skills.
- Respond to after hour customer calls.
- Assist in maintaining help desk e-mail, by reading, opening/documenting information into tracking tickets and escalating to proper person or department.
- Assist in the developing and maintaining of a problem resolution knowledge base.
- Works on problems of moderate scope where analysis of situations or data requires a review of a variety of factors.
- Recommends systems modifications to reduce user problems. Escalates more complex problems to senior level.
- Errors may be difficult to detect and would normally result in loss of time or customer/user dissatisfaction.

WHAT YOU NEED TO BRING INTO THE TABLE:

- Aptitude for providing excellent customer service.
- Good communication, problem solving skills and telephone etiquette.
- Ability to use help desk standards and follow guidelines, as well as help others interpret policy.
- Broad range of network, desktop and Mainframe knowledge is highly desirable.
- Maintains currency and high level of technical skill in field of expertise.
- Knowledge of basic system administration functions.
- Two (2) or more years of directly related experience using and/or administering TitleExpress or two to four (2-4) years in providing help desk services for software support
- Two (2) year technical degree or equivalent work related experience required.

GET HIRED, APPLY NOW!

RECRUITER: Valerie Emmanuel

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

J2W: INFOTECHJ2WBRSTL

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Enterprise: IT & Telecom