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Senior Help Desk Analyst - Philadelphia

Senior Help Desk Analyst - Philadelphia

Job Description

America's Remote Help Desk - ARHD

Do you have Systems Administrator skills but love working on the Help Desk?  America’s Remote Help Desk is one of Baltimore’s fastest growing companies, as recognized by Smart CEO Magazine in 2013 and 6 out of the last 9 years by expanding its presence and creating growth opportunities for its employees.  In addition, ARHD has also won awards for Best Places to Work by the Baltimore Sun, Baltimore Business Journal and Baltimore Magazine for 2013. Operating as a profitable company without debt, we are poised to continue charting our destiny by providing a positive, challenging and enjoyable work environment where family comes first.  ARHD is a team environment encouraging interaction with fellow coworkers.  Realizing that employees are our most important asset, we strive to keep a fun and enjoyable work environment while providing employees with engaging and rewarding challenges that promote an exceptional place to work. 
POSITION SUMMARY:   Ensure customer satisfaction by providing first and second level Help Desk support via telephone or email for hardware, software, connectivity, and product specific incidents or work requests. Provide real time ticket entry and effective communications between customers and ARHD.  It will be your responsibility to provide support for Information Systems and telecommunications, including both hardware and software problems. Refers unresolved problems to the appropriate IS staff for resolution and escalation.

  • Real time ticket entry  by utilizing, monitoring and managing our ticketing system
  • Follow up with users to ensure problems were resolved successfully
  • Conduct end user training on capabilities as needed
  • Document related issues to maintain an IT knowledge base
  • Build strong relationships with the users and your ARHD team members 

Job Requirements

RESPONSIBILITIES: include the following. Other duties may be assigned.
  • Act as liaison between end-users and technical staff to communicate issues, problems, and questions
  • Research questions utilizing a variety of manuals and resources, and ability to work with staff in answering customer questions.
  • Keep abreast of industry and product(s) advances.
  • Hard working, motivated and self-directed-able to think critically
  • Research patches, updates and solutions for computer issues, both hardware and software related.
  • Maintain all systems, applications, security, and network configurations.
  • Troubleshoot network performance issues.
  • Strong troubleshooting skills 
  • Prior experience as a Help Desk Analyst
  • Excellent organizational skills with the ability to listen, follow up, attention to detail, and accomplish desired results verbally and/or in written form to appropriately document issues
  • Hard working, motivated and self-directed-able to think critically
  • Strong troubleshooting skills
  • Strong analytical and quantitative abilities
  • B.S. in Information Systems related major, or 4 years of equivalent experience required
  • Experience working with Microsoft Office Suite and Mac certified applications
  • Certifications desired: A+, Network+, MCP
  • Ability to work flexible hours, days, and shifts
  • Ability to learn quickly and work independently with or without direct supervision
  • Ability to function effectively in a team environment
  • Ability to represent ARHD in a professional manner to clients
  • Ability to maintain a positive mental attitude in a highly flexible environment
  • Viable candidate must currently reside in the King of Prussia/ Philadelphia area

ARHD provides a competitive compensation plans and long term career opportunity.  In addition, we offer an extensive benefits package; including vacation, medical, dental, vision, retirement plan, training and learning opportunities, telecommuting options and flexible work arrangements. 
We are an equal opportunity employer.  

America's Remote Help Desk - ARHD

Job Snapshot

Other Pay Great Working Environment
Employment Type Full-Time
Job Type Information Technology
Education Not Specified
Experience Not Specified
Manages Others Not Specified
Industry Computer Hardware, Computer Software
Required Travel Not Specified
Job ID 000042
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Senior Help Desk Analyst - Philadelphia

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