Help Desk Analyst

2 days ago

Carson, California, United States Acro Service Corp Full time

Job Title: Help Desk Analyst

Job Summary:

We are seeking a highly skilled Help Desk Analyst to join our team at Acro Service Corp. As a Help Desk Analyst, you will be responsible for providing exceptional client service and technical support to our clients.

Main Responsibilities:

Client Service:

  • Provide technical support and resolve issues related to election systems and software.
  • Collaborate with team leaders to address complex issues and escalate when necessary.

Issue Management:

  • Log, manage, and resolve user incidents and requests.
  • Document incidents and requests accurately.

Technical Proficiency:

  • Maintain knowledge of current cloud solutions and standard hardware and software configurations.
  • Advise colleagues and users on optimizing the agency's services and systems.

Self-development:

  • Seek feedback and learning experiences to enhance personal and professional growth.

Policy Adherence:

  • Maintain knowledge of agency policies and promote and uphold them.

Safety and Values:

  • Perform duties in compliance with health and safety regulations and legislation.
  • Demonstrate the agency's values in all interactions and tasks.

Requirements:

Essential:

  • Basic knowledge and understanding of service support procedures.

Desirable:

  • Knowledge of delivering excellent client service in a complex technological environment.
  • Certifications such as CompTIA A+, HDI Support Center Analyst, HDI Customer Service Representative, Microsoft Certified Solutions Expert, ITIL Foundation, etc.

Skills and Abilities:

Essential:

  • Ability to understand client values and needs at varying levels of seniority or technical ability.
  • Ability to follow instructions, prioritize and manage caseload to achieve service objectives.
  • Ability to administer and support end user technologies, solutions, and services.
  • Ability to work with and manage contractor and supplier staff.
  • Provide excellent customer service, communicate clearly and effectively (orally and in writing), and foster positive relationships.

Desirable:

  • Understanding and application of modern technical support standards and practices with a strong emphasis on client-centric solutions.

Experience:

  • Prior help desk experience with a strong emphasis on application support is a requirement.
  • Experience working with cross-functional teams.
  • Experience with various operating systems and browsers, including troubleshooting.
  • Remote troubleshooting experience.
  • Ability to quickly learn new systems for support.

Equal Opportunity Employer:

Acro Service Corp is an Equal Opportunity Employer and is committed to creating an equitable and inclusive environment for all.

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