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IT Help Desk Analyst

2 months ago

Austin, United States veraTECH Solutions Full time $35,000 - $45,000
Job DescriptionJob Description

Help Desk Analyst

JOB DESCRIPTION:

Provide technical software, hardware and network problem resolution to clients by performing problem diagnosis and guiding users through step-by-step solutions over the phone, via e-mail or via remote access software; clearly communicate technical solutions in a user-friendly, professional manner; provide one-on-one end-user training as needed; assist other team members; create and maintain service desk tickets.

The Help Desk Analyst Roles and Responsibilities:

• Fields inbound calls and creates and/or updates the help desk ticket.

• Resolves level one end-user problems over the phone, e-mail and/or via remote access software.

• Responds to and resolves Remote Monitoring alerts.

• Troubleshoots and resolves issues with managed services.

• Escalates problems (when required) to the appropriately experienced technician.

• Performs scheduled preventative maintenance, including OS patches, software updates, and recommends hardware upgrades as needed.

• Works with collectively with other team members to complete help desk requests and other projects as needed.

• Performs a variety of technical tasks such as hardware assembly and installation.

• Supports and maintains user account information including rights, security, and group membership.

• Determines and recommends which products or services best fit the customers' needs.

• Remote troubleshoot software and OS issues

• Documents processes and procedures to accomplish task.

SKILLS NEEDED:

• Computer troubleshooting, analysis, critical thinking and problem solving skills.

• Ability to learn multiple programs and systems with minimal training and supervision.

• Ability to manage multiple tasks with frequent interruptions, occasionally in urgent situations.

• Ability to manage multiple priorities.

• Ability to communicate, interact and work effectively and cooperatively with people from diverse ethnic and educational backgrounds.

• Good understanding of Windows servers and desktop products.

• Good understanding of networked printers and multi-function All-In-Ones.

• Highly developed verbal and written communications.

REQUIRED EXPERIENCE:

• High School diploma or equivalent

• Customer Service Experience

SPECIAL REQUIREMENTS:

Must be able to sit for prolonged periods of time in front of a computer. Must be able to perform physical activities, such as, but not limited to, lifting heavy equipment (up to 50 lbs. unassisted), bending, standing, climbing or walking.

About Us:

veraTECH Solutions is located in the northwest corner of Austin, Texas. Since 2005, veraTECH Solutions has provided small businesses flexible access to our outstanding team of technology professionals, with affordable contract, hourly and per-incident service terms. veraTECH Solutions offers a variety of managed services such as: Help Desk, SECaaS, Backup and Disaster Recovery, Voice over IP (VoIP) phone systems, Office 365, Perimeter Email protection and remote systems monitoring and management.

Pay commensurate with experience

Full Time

Company paid Dental, Vision, and Life Insurance

Company matched SIMPLE IRA

Paid Holidays and Personal Time Off

veraTECH Solutions is an equal opportunity employer.

Job Type: Full-time