Technical Support - Helpdesk

Client Response Services Analyst (Helpdesk)

About Archgate Consulting

Archgate Consulting is building the world’s most competitive consulting firm.   Delivering high quality business consulting and disciplined technology implementation.  Archgate's business strategy depends on different workforces blending together as an integrated whole, to help our clients and us achieve higher levels of performance.  We are in essence a people oriented company. We advocate freedom and openness at work.

Position Description

• The Client Services Response Analyst will be responsible for providing world class technical support to our global user community.
• The team works in a fast-paced Windows platform environment, providing 24x7 support for all regions and business units within the firm.
• In this role, the individual will be required to provide a high level of customer service to our internal user community, utilizing their technical, communication, and service oriented skills.

Daily Duties and Responsibilities

• Provide phone support for troubleshooting basic Windows and Citrix based platforms and applications
• Work as part of a team providing support to global business units and the technology community
• Help internal clients navigate in-house developed applications and Tools
• Direct users to the appropriate Subject Matter Expert to resolve complex or business-specific issues
• Provide triage support for all hardware and peripherals related to the Workplace environment
• Timely entry, updating, and closure of all tickets and issues
  
  

Required Technical skills

• Knowledge of 3 or more of the following products (with the ability to be trained on the remaining) are required to provide high quality support:
• Microsoft Office Suite (Excel, Word, PowerPoint, Access, Visio, and Project)
• Microsoft Outlook and Exchange
• Microsoft Sharepoint
• Citrix Terminal Server troubleshooting
• Mobile technologies (Blackberries, Citrix, VPN)
• Market Data applications (Bloomberg, Reuters)
• Active Directory administration
• Basic networking (DHCP, DNS)
• Audio conferencing and Voice related support
• Familiarity with administrative tools for Exchange, Email-based Faxing, Mainframe, File Transfer Administration is a plus.
  

Required Skills

• Exceptional verbal and written communication skills
• Technical proficiency with Windows platform
• Some technical background across infrastructure technologies, e.g. network, voice, unix
• Must be able to efficiently document process and procedures
• Teamwork – This position involves not only working well with others within one team but with many resolution groups globally.
• Ability to work independently, analyze problems, and make decisions with minimal management intervention
• Proactively involve key technology infrastructure teams when necessary
• Ability to anticipate potential obstacles and develop contingency plans to overcome them
• Awareness of new and existing technologies, architectures, and best practice
• Ability to manage multiple issues simultaneously in high pressure environment where change is commonplace.
• The ability to work within an open, consensus based organization
• Individual must be able to handle multiple interrupts and be able to multi-task effectively
• Ability to diligently follow standards and best practices for many different technology areas
• Adhere to the firm’s basic business principles
• Shift work flexibility
• The individual must have 3-5 years of Industry experience

CareerBuilder Keyword:  technical support, help desk, active directory, trouble shooting and diagnostic, citrix, basic networking skills, unisys, alorica