Help Desk Support Specialist

2 weeks ago

Las Vegas, Nevada, United States Credit One Bank Full time
Job Summary

The Help Desk Analyst will provide technical support to end-users, resolving issues related to computer systems, networks, and software. This role involves receiving and prioritizing help requests, documenting incidents, and actively resolving problems.

Key Responsibilities
  • Field incoming help requests from end-users via phone and email, providing courteous and timely assistance.
  • Document all relevant end-user information, including name, department, contact details, and nature of the problem or issue.
  • Build rapport with end-users, eliciting incident details and assessing the severity of issues.
  • Route severe incidents according to established processes and procedures.
  • Record, track, and document the help desk request problem-solving process, including successful and unsuccessful decisions made and actions taken.
  • Apply diagnostic utilities to aid in troubleshooting and identify appropriate software and hardware used and supported by the organization.
  • Perform post-resolution follow-ups to help requests and develop help sheets and frequently asked questions lists for end-users.
  • Provide support and training to end-users on computer workstation operation, setup, configuration, and other issues.
  • Assist in preparing, maintaining, and upholding procedures for logging, reporting, and statistically monitoring computer workstation performance.
  • Provision and deprovision user accounts, systems, applications, and network access, and complete regular reviews of system users to ensure they are authorized and provisioned properly.
  • Perform routine security audits and other external compliance audits for all provisioned user accounts.
Requirements
  • College-level coursework in Computer Science or a related field and/or 0-1 years of equivalent work experience.
  • Fundamental knowledge of computer workstation hardware, networking principles, business applications, and peripheral devices.
  • Experience administering users and computers in a complex enterprise environment.
  • Able to read and understand technical manuals and procedural documentation.
  • Strong written and oral communication skills and effective interpersonal and relationship-building skills.
  • Self-motivated and directed, with the ability to effectively prioritize and execute tasks in a high-pressure environment.
  • Experience working in a team-oriented, collaborative environment.
Preferred Qualifications
  • A+ certification.
  • Technical certifications in Microsoft technologies, CompTIA certifications, or equivalent work experience.

Credit One Bank, N.A. is a data-driven financial services company based in Las Vegas. Founded in 1984, Credit One Bank offers a spectrum of credit card products for people in all stages of financial life. Credit One Bank is an equal opportunity employer committed to diversity and inclusion and does not discriminate against any employee or applicant for employment because of age, race, religion, color, disability, sex, sexual orientation, or national origin. Reasonable accommodations can be made for those who require them, including access to job applications and workplace accommodations. Employment at Credit One Bank is based on mutual consent (also known as at-will). This means that employees and the Bank may terminate the employment relationship at any time, with or without cause and with or without notice. Please contact the recruiter for this position to learn more. Credit One Bank does not accept unsolicited resumes from agencies and is not responsible for related fees.

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