IT Help Desk Analyst

HELP DESK CENTER SUPPORT SPECIALIST will provide high volume level 2. This position is responsible for providing level 2 support for everyday service requests relating to PC/laptop, server, and network hardware and software problems and malfunctions; interacting and consulting with clients to manage client satisfaction; providing guidance, assistance, and follow-up on client inquiries.

SHIFT: Mon-Friday (8am-5pm) with occasional weekend work

RESPONSIBILITIES

- Assists the Support Center team with tasks and responsibilities in the following areas:
- Customer Service: Meet/exceed customer expectations in responding to service requests in accordance with the IT guidelines.
- Review daily assigned service requests, follow up and provide status updates to clients/management; team members, and other IT groups.
- IT Operations Support: Respond to diverse hardware and software problems reported by clients; identify root cause, and document solution when required.
- Telephone Support: Respond to voice mails within specified time frame; resolve as many requests over the phone as possible, utilizing all resources available to do so; work with the Support Center staff to monitor, prioritize, or escalate
- Problem Tracking Quality Assurance: Capture information into the problem tracking system accurately and promptly on a daily basis. May also be responsible for developing, maintaining and analysing Support Center reports.
- Continuous Improvement: Will work with Support Center staff to document client support processes; improve service efficiency and effectiveness

REQUIRED SKILLS/EXPERIENCE:

- 3+ years of professional Level 1 Help Desk experience OR 2 years, level 2 experience, required.
- Experience providing end user support, as it relates to hardware, software, and networking support.
- Must have excellent communication skills, professional and polished.
- Knowledge in Windows 7 and Windows 8. Windows 10 (optional)
- Setup, configure and troubleshoot iDevices (iPhone, iPad)
- Troubleshooting and resolution of printer issues
- Active Directory support
- Microsoft Office 2013 and/or Office 365 experience
- Must have outstanding interpersonal skills working with external and internal customers.
- CompTIA A+ certificate desirable
- Knowledge in Absolute Computrace/Service desk software (highly desirable)