Help Desk Analyst
2 days ago
- Call Handling: Utilize the help desk phone system to accept and make calls to end users. Remain professional throughout all interactions with all contacts. Utilize a high level of soft skills to handle various situations. Communicate and direct users through verbal communication.
- Ticket Handling: Create new tickets based on user-reported issues over the phone. Ensure ticket consistency by following help desk guidelines on creations. Collect and convert user-reported issues to standard support verbiage. Document the issue, steps taken, and results of all troubleshooting with detail and accuracy with clear and concise written communication. Create tickets for hardware replacement when deemed necessary after troubleshooting.
- Troubleshooting: Search for and utilize knowledge base documentation against reported issues. Utilize technical knowledge to troubleshoot for further information to add to ticketing. Troubleshooting includes but is not limited to standard desktop support, application-level support, basic networking knowledge, and hardware troubleshooting. Monitor and announce when dealing with repeat issues to aid in recognizing large-scale issues.
- Vendor Engagement: Create cases for various vendors for support as directed by documentation. Update and maintain the status of created cases while keeping internal tickets updated. Assist with communication between vendor and end users for scheduling.
- Queue Management: Own the management of tickets assigned to yourself. Keep open tickets updated with all pertinent information. Action appropriately to prevent tickets from aging unnecessarily. Utilize scheduled time to follow up on assigned cases that require contact.
- Internal Team and Department Participation: Attend meetings as directed by help desk management. Utilize chat spaces to seek assistance when needed. Respond to and assist with messaging from other team members and departments. Review and stay updated with company messaging regarding any processes and policies, as well as known issues and high-severity problems.
- At least 1 - 2 years of experience in a technical support or similar position.
- Proficiency in Windows and macOS operating systems.
- Basic knowledge of network and server management.
- Familiarity with IT Service Management.
- Solid understanding of cybersecurity principles and best practices.
- Experience with remote desktop applications and help desk management software.
- Strong problem-solving and troubleshooting skills.
- Excellent verbal and written communication.
- Ability to work independently and as part of a team.
- Strong organizational and time management.
- Associate's degree in Information Technology, Computer Science, or related field, or equivalent work experience.
- Atrium Care Package available, upon eligibility (including healthcare plans, discount programs, and paid time off).
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