Help Desk Analyst

1 month ago

Langhorne, United States Geisinger Medical Management Corporation Full time
ISS SOLUTIONS

Who are we and what do we do?

ISS Solutions helps clients meet a variety of goals-from leveraging technology that helps them achieve strategic objectives to proactively improving the speed and productivity of their IT infrastructure. We offer a wide range of services, including high-level consulting and system design, as well as practical, roll-up your sleeves implementation and installation along with help desk support.

About our Culture

ISS Solutions' culture is what differentiates us from our competition. We look for talented, hardworking, goal-oriented individuals who are eager to learn, grow and who demonstrate a can-do attitude to overcome challenges.
Position: Help Desk Analyst
JOB SUMMARY:

Investigates, diagnoses, and resolves technical and customer service related questions by performing the following duties:
MAJOR DUTIES AND RESPONSIBILITIES:
  • Responds to calls from end users having issues with software, hardware, and peripheral devices.
  • Answers questions related to the general usage of the technology in question.
  • Utilizes general troubleshooting techniques and knowledge bases provided in order to diagnose and resolve end user issues.
  • Exhausts all diagnostic procedures provided in order to find a resolution for the end user. Seeks the advice of peers and supervision when an issue goes beyond the scope of material provided.
  • Contributes to overall team effectiveness and knowledge by sharing diagnostic advice and procedures with other analysts, when needed.
  • Escalates unresolved issues to supervision or the proper client-side authority, as necessary.
  • Handles special case scenarios when assigned by supervision.
  • Ensures that all issues are documented properly using the call tracking database provided for the account.
EDUCATION AND/OR EXPERIENCE:
  • 1 - 2 year contact center experience or technical education with technical certifications related to the field of support.
WORKING CONDITIONS/PHYSICAL DEMANDS:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to sit and talk or hear. The employee frequently is required to use hands to manipulate computer input devices, such as a mouse and keyboard. The employee is occasionally required to walk and reach with hands and arms. The employee may be required to life or otherwise manipulate heavy electronic equipment. Specific vision abilities required by this job include close vision, and color vision. Employee must be able to read manuals and computer monitors.

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate. 90 - 95% of employee's time is spent at the desk taking phone calls and using a computer.
Benefits

Our benefits package is designed to attract, retain, and motivate high caliber professionals in support of the mission and goals of ISS Solutions. We offer a full array of benefits that add value to your compensation package and protect you and your family. This includes medical/dental insurance, paid holidays, and paid time off, which provide for personal well-being. In addition, we offer a 401K with a generous company match, optional short-term disability, company paid long-term disability, life insurance, and flexible spending accounts that help to contribute to your financial security.

The specific statements shown in each section of this description are not intended to be all-inclusive. They represent typical elements considered necessary to successfully perform the job.

Women and Minorities encouraged to apply.

ISS Solutions no longer hires applicants who use tobacco products, including cigarettes, cigars and chewing or smokeless tobacco. Applicants will be screened for nicotine as part of the pre-employment process. Nicotine will be part of the urine drug screen. Applicants who test positive for nicotine will not be offered employment. Applicants who test positive may re-apply for jobs in six months

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