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Help Desk Analyst 2nd Shift

Greenville, SC

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Help Desk Analyst (2nd Shift)
South Carolina
Help Desk Analyst (2nd Shift)
job details:
location:Greenville, SC
salary:$45,000 - $50,000 per year
date posted:Tuesday, June 12, 2018
job type:Permanent
industry:Professional, Scientific, and Technical Services
job description
Help Desk Analyst (2nd Shift)
Summary of Position:
The Help Desk Analyst is primarily responsible for first and second level phone and email support for the firm on a variety of hardware and software. Multiple time slots available Monday through Friday with some overtime and one on-call rotation every eight weeks.
Essential Functions:
Problem analysis and resolution
Logs all help desk calls or email requests into the current IT Service Management System and updates incident and/or problem information
Analyzes, troubleshoots and resolves problems with a goal of 85% First Call Resolution
Escalates appropriately when necessary
Meets the business need by providing a workaround and sets and meets expectations
Follows up, ensuring the issue is resolved or the request is satisfied
Contributes to the IT Service Management knowledge-base
Provides excellent customer service and practices total contact ownership from acknowledgement to closure
Contributes to the good of the IT Department and the entire firm
Participates in new application testing and special projects
The following are some of the most common technologies used in the offices that would be supported by the Help Desk Analyst:
Dell and Lenovo desktops and laptops
Windows 10, Windows 7, Office 2016, Office 2010, Autonomy FileSite (DMS)
Mobile device support including iOS, Android and BlackBerry devices
VPN and Microsoft Remote Desktop Services on all platforms
4 years Microsoft product support experience including Windows 10, Windows 7 and Office 2016 & Office 2010
4 years Help Desk experience in an enterprise environment.
Four-year technical degree or equivalent work experience
Help Desk Institute or ITIL v3 Foundation certification
Document Management System support experience
SCCM experience
Mobile Device Management experience
Strong customer service and communication skills (face-to-face, phone and email)
Independent analysis and strong problem solving skills
Excellent sense of urgency and the ability to triage incidents, problems, tasks, and projects quickly
Working knowledge of network and local PC diagnostic utilities
Ability to work as a member of a team or independently
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