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Desktop Support Technician
2 months ago
Job title:Help Desk Analyst
Location:08102, Camden, New Jersey, United States
Assists with analyzing and evaluating system malfunctions and takes appropriate action to correct systems as directed.
· Escalates malfunctions to level II or level III support when necessary, documents problems and resolutions.
· Understand the relationship between applications, application architectures and Business processes.
· Ensure Data Privacy and Data Governance are key considerations in every project engagement.
Key Accountabilities:
· Develop and/or promote solutions which support the business requirements and business strategies, and which align with enterprise and departmental goals
· Ensure that uniform enterprise-wide application design standards are maintained
· Support leadership in managing customer expectations for project implementation.
· Understand the relationship between applications, application architectures and Business processes.
· Ensure Data Privacy and Data Governance are key considerations in every project engagement.
· Provides 24x7 remote support in Operations Center.
· Handle incoming calls, chats and emails from customers.
· Create tickets in ITSM system and work with customer until completion escalating when necessary, providing basic IT functions (account issue troubleshooting, software installs, access requests, and troubleshooting hardware).
· Maintains knowledge database.
· Escalates deficiencies in technical processes and informs Level II Support.
· Monitor IT systems (SAP, Network infrastructure).
· Create badges and monitor badge system.
· Monitor security systems.
· Handle customer threat assessments.
Education:
· Associates degree in Information Systems or similar technology field is preferred.
Knowledge and skills:
· In-depth knowledge of technology, procurement, contract management and vendor management
· Excellent verbal, written and presentation skills
· Good Collaboration, prioritization and team working skills
· Ability to work in a fast-paced dynamic environment with virtual teams
· Ability to work independently and take initiative to find/develop solutions for business requirements.
· Fast learner with attention to detail
· Should be receptive to constructive criticism when necessary
· Understanding of Windows Operating Systems (desktop, server), as well as various mobile operating systems (iOS and Android).
· In-depth user knowledge of Microsoft Office products including Outlook.
· Strong client relations/customer service skills required.
· Ability to work on a team and contribute to the team's achievement of objectives and goals