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  • 1655 East Arlington Boulevard
    Greenville, NC 27858

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IT Help Desk Analyst

Alliance of Professionals & Consultants, Inc. • Greenville, NC

Posted 24 days ago

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Job Description

The Help Desk Analyst-Remote provides Tier 1 and Tier 2 help desk support for clients in order to resolve technical PC, server, and network related issues. This position is primarily dedicated to one client and will be physically located at that client's location.   

Specific Responsibilities 

  • Provide first level customer support including troubleshooting basic issues with computer hardware, network/internet connectivity, email, and software applications as well as completing client requests for password and user account administration
  • Create properly formatted tickets for client calls & emails in tracking software as the work occurs
  • Ensure constant service ticket flow by escalating tickets that require higher level assistance
  • Coordinate scheduling of service visits and technician support phone calls to clients
  • Maintain inventory of customer owned equipment in-house and organization of service area
  • Communicate ticket status and document updates to clients and technical staff as needed
  • Provide first level after hours and holiday on-call support on a revolving basis with other staff
  • Ask and gather intelligent questions about the client’s business and accurately document
  • Document opportunities that are discussed or discovered while interacting with clients
  • Perform basic computer hardware and software installations, configurations, and virus removals
  • Keep information regarding our clients, their data, and other sensitive information confidential
  • Create and maintain documentation for client and internal tasks and procedures
  • Study for and pass industry certifications as identified and required
  • Read educational materials as needed and directed for job proficiency
  • Develop and/or revise best practices and processes for Help Desk procedures 

Essential Qualifications 

  • High school diploma, at least two years of secondary education preferred
  • Must have a valid driver’s license and reliable transportation for travel as far as 75 miles from the office
  • Must be able to work a full-time 40 hour work week which may include after-hours support
  • Exceptional computer and system administration skills on Microsoft based clients and servers
  • Firm understanding of the configuration of basic networking components and peripherals
  • Good verbal and written communication skills for interactions with customers on a daily basis both in person and on the phone
  •  Ability & willingness to operate in a fast-paced and dynamic environment with a calm demeanor and maintaining a “win/win” attitude 

Preferred Qualifications 

  • Previous experience as a system analyst, help-desk support provider, or equivalent role
  • Previous experience with procedure writing or other technical writing
  • Intricate knowledge/experience with workstation, server and network diagnostics, repair, and installation
  • Expertise with MS Windows Server, MS Exchange, ConnectWise, or N-Able
  • Expertise with all aspects of Apple OS X
  • CompTIA A+, Network+, and various Microsoft certifications
  • Experience with VDI, virtualization technologies, or cloud hosting
  • Understanding of the fundamentals of DNS, especially as related to mail servers
  • Familiarity with Linux/Unix based operating systems and system administration
  • Familiarity with SonicWALL and / or Cisco firewalls and other appliances
  • Experience with phone wiring and phone switch installation / programming / maintenance 
  • Financial industry experience is a plus

Job ID: 28959
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