Helpdesk Support Analyst

4 weeks ago

Houston, United States Ursus Inc Full time
JOB TITLE: Helpdesk Support Analyst
**TOP 3 SKILLS:**
  1. Tier 2 Helpdesk experience
  2. Active Directory
  3. Must be self-motivated and detail-oriented and have effective communication skills

LOCATION: Houston, Texas
DURATION: Contract to Hire
RATE RANGE: $28hr. - $31/hr.

SUMMARY:

The primary duty of the Support Analyst is to provide first line of end user support for software, hardware and network issues. This includes carefully receiving, documenting, and analyzing customer issues, using all available resources and capabilities to quickly resolve issues if possible. Proper escalation if required. Utilize excellent customer service skills. Other duties may include routine maintenance and office support tasks, and work on various projects.
Must be self-motivated and detail oriented and have effective communication skills, flexibility, a strong teamwork approach, and the desire to work in a customer focused environment. This position will cover a wide range of duties including helpdesk support and training on base software.

RESPONSIBILITIES:
  • Act as first line of contact for the staff via telephone, email and Skype for Business.
  • Ensure all calls are logged and detailed in Incident Management ticketing system.
  • Monitor Service Desk incident queue, providing the appropriate categorization and responding within SLA.
  • Ensure tickets contain clear and concise details of issues and assigned to the appropriate staff for escalation.
  • Undertake first line diagnostics over the phone to determine and resolve PC/peripherals and hardware/software issues.
  • Provide excellent customer service to callers by answering phones and greeting customers according to Support Center standard procedures.
  • Strong interpersonal skills in order to work with both technical and nontechnical personnel at various levels in the organization.
  • Provide support and train staff on new software and computer procedures
  • Assist in all aspects of the Network hardware and software where deemed necessary. This includes all software currently running on the Network and any future additional software support.
  • Provide excellent customer service to callers by answering phones and greeting customers according to Support Center standard procedures.
  • Understand and comply with security and support policies and procedures.
  • Create Knowledge Base Articles
  • Competency with managing client and server devices in a Microsoft Windows domain, utilizing at minimum these tools: MS Active Directory, MS Group Policy, MS File Services, MS Print Services.
  • Perform or assist in user online support and end user group support
QUALIFICATIONS:
  • Proficiency in operating PC and Network computers
  • Microsoft Office Suite proficiency
  • Self-Motivated, Detail Oriented, Project Oriented
  • Good working knowledge of all desktop applications including installation and upgrades, network, Internet connectivity, multiple O/S.
  • High level working knowledge of Windows operating systems
  • The ability to support Macintosh computers
  • Strong knowledge of PC hardware, and the ability to troubleshoot and replace any component in a desktop PC
  • A working knowledge of email systems and some knowledge of MS Exchange Server
  • Familiarity with network equipment such as hubs, switches, and cabling
  • A working knowledge of Active Directory administration
  • An understanding of internet connectivity, and remote access to the SPE network
  • A working knowledge of TCP/IP networking
  • Good working knowledge of FTP
  • Good understanding of the administration of network servers
  • The ability to quickly learn and become proficient with new technologies


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