Help Desk Analyst

2 weeks ago

Atlanta, GA, United States TriOptus LLC Full time
Job Title: Help Desk Analyst

Location: Atlanta, GA 30334 (Remote)

Duration: 12+ Month

Responsibilities include:
  • Field incoming help requests from end users via both telephone and e-mail in a courteous manner
  • Document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue.
  • Build rapport and elicit problem details from help desk customers.
  • Prioritize and schedule problems. Escalate problems (when required) to the appropriatelyexperienced technician.
  • Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
  • Apply diagnostic utilities to aid in troubleshooting.
  • Identify and learn appropriate software and hardware used and supported by the organization.
  • Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.
  • Performing preventative maintenance, including checking and cleaning of workstations, printers, and peripherals.
  • Test fixes to ensure problem has been adequately resolved.
  • Perform post-resolution follow-ups to help requests.
  • Develop help sheets and frequently asked questions lists for end users.
Qualifications
  • High School diploma with 5 years of help desk experience
  • Associate Degree with 3 Years of help desk experience
Required Skills
  • Experience working in a Help Desk environment required
  • Experience in Microsoft Office Required
  • Experience in customer service Required

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