Help Desk Analyst
2 weeks ago
Location: Newark NJ
Duration: 4+ months
· Position is 5 days / Week Onsite
· IN- Person Interview
Short Description:
· Oversees timely delivery of quality technical support to internal and external customers.
· Provides technical support to users by researching and answering questions, troubleshooting problems, and maintaining workstation and LAN performance.
Job Description:
· Provides technical support to users by researching and answering questions, troubleshooting problems, and maintaining workstation and LAN performance.
· Provides answers to clients by identifying problems, researching answers, and guiding clients through corrective steps.
· Keeps accurate records of calls and resolutions using a Helpdesk ticketing system.
· Updates inventory and installs and moves desktop equipment as needed.
· Oversees timely delivery of quality technical support to internal and external customers.
· Manages help desk personnel and develops policies and procedures governing how to troubleshoot IT issues, including identification, documentation, distribution and resolution.
· May assess new products or services and suggest enhancements to senior management.
· Relies on extensive knowledge and professional discretion to achieve goals.
· Manages others. Usually reports to a department head.
· Significant ingenuity and flexibility is expected.
· Requires a bachelor's degree.
Required Skills:
· Proficient in Microsoft Office365 products.
· Demonstrate troubleshooting skills. Ability to diagnosis and correct computer software, firmware, hardware problems.
· Demonstrate clear understanding of remote access tools to assist users in a telework multi-network environment.
· Ability to diagnosis and correct wireless network issues.
· Ability to assist users with audio visual equipment, Zoom and Team issues.
· Ability to diagnosis and correct smartphone phone problems.
· Demonstrate good interpersonal skills in a high-volume Helpdesk. Maintain professional demeanor.
· Keep accurate records of transactions in professional inventory and and Helpdesk ticketing systems.
· Ability to physically setup and move computer and peripheral equipment.
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