Job Description:

This position is for a developing professional individual contributor in Information Technology, who works under moderate supervision. Operates in a specified Senior Analyst role, within the Global Service Desk. Supports end-users, diagnose report and resolve application problems.

The office is open from 6:30 AM - 9:00 PM

Shifts will be 9:00-6:00, or 12:00-9:00 for temps

Responsibilities:

Provides Service Desk Support by; supporting users in diagnosing, reporting and resolving or correcting hardware/software problems.

Installs, maintains and troubleshoots hardware/software according to company standards; reconfigures existing systems and/or performs system upgrades as required.

Logs all issues with appropriate documentation as requested by Level II and III support teams.

Routes calls to appropriate support teams as per described troubleshooting steps.

Monitors and escalates issues until resolution, closure or the appropriate group has accepted.

Operates in a specified role within Global Service Desk (Training, Knowledge Base, Deskside, Process, Ticket reviews, Team Leader cover).

Participates in projects as assigned.

Qualifications

Level 1 service desk analyst role

Level one troubleshooting

Microsoft Office Suite

Customer service oriented

Call center experience

Accustomed to call center metrics

Will be taking 40-50 calls a day

VPN troubleshooting

Active directory understanding

Must be reliable - show up on time and every day

Two-week training

2 - 5 years of experience preferred

Required Skills:
•Closure
•VPN
•Reviews
•Metrics
•Active Directory
•Information Technology
•Troubleshooting
•Customer Service Oriented
•reporting
•Software
•Customer Service
•Documentation
•Microsoft Office
•Training

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