Help Desk Operations Support Analyst

5 days ago

Mechanicsville, United States InfoPeople Full time

Operations Support Analyst for Tier 1 Help Desk Operations, monitoring emails, phone calls and other customer support activities.

Essential Job Functions:
• Able to Identify, research, and resolve technical and procedural issues.
• Respond to telephone calls, emails, tickets, and personnel requests for technical support.
• Documents, tracks, and monitors issues/tickets to ensure a timely resolution.
• Escalate unresolved issues/ticket to Tier II/III support.
• Must read and comprehend technical procedures and Standard Operating Procedures (SOPs).
• Communicate accurate and useful status updates.
• Manage and report time spent on all work activities.
• Must be able to work in a team environment.
• Must be customer service focused.
• Work independently and proactively with minimal supervision/direction.
• Flexible and able to adapt to a rapidly changing environment.
• Must be able to work flexible shift schedules, to include nights, weekends, and some holidays.

MINIMUM QUALIFICATIONS AND TECHNICAL SKILLS
• Technical problem resolution, judgment, and decision-making skills.
• Strong analytical, interpersonal, and written/verbal communication skills.
• Two years of technical customer service experience or equivalent education.
• Ability to exhibit a positive approach and the ability to work efficiently as an individual contributor and team member.
• Flexible and able to adapt to a rapidly changing environment.
• Ability to communicate well and work independently with minimum supervision.
• Willingness to learn new technologies, dive into challenges and take direction.

TECHNICAL SKILLS
• Strong understanding of computer systems, including hardware and software and networks.
• Excellent analytical abilities to identify, diagnose and resolve customer call and email issues.
• Strong problem-solving abilities with skills in analyzing and resolving technical issues.
• Correctly log and escalate queries in incident management system.
• Monitor open issues, keep users informed of status.

PREFERRED QUALIFICATIONS
• Degree in a relevant field preferred or equivalent relevant experience in IT support.
• ITIL certification preferred
• Network+, A+ or Security+ Certification preferred.. Experience with Ticketing Systems (ServiceNow preferred).

Skills: Skill Required / Desired Amount of Experience Expertise Rating Move Tier 1 Help Desk Support Required 3 Years Help Desk Ticketing Systems Highly desired 3 Years Hardware/Software Troubleshooting Required 3 Years Customer Service/Retail Support Desired 2 Years Remote Support Tools Highly desired 3 Years +, ITIL, Security+ or Network+ Certification Nice to have Degree in Relevant Field or equivalent experience in IT Support Nice to have Strong communication skills, creative problem solving, highly organized Required

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