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Help Desk Analyst

Nesco Resource Schenectady Full-Time
$20.00 - $21.50 / hour
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A Help Desk Analyst role is available on a direct hire basis.
Help Desk Analyst will:

  • Performs basic desktop PC support mainly via telephone

  • Process, routes and tracks incoming service requests

  • Resets passwords and troubleshoots basic desktop PC issues

  • Logs calls in ticketing system

  • Performs account management including creating Active Directory accounts and processing terminations

  • Provides follow-up phone calls and/or investigation when needed

  • Interacts with networking, telecom, and other production support teams

  • Documents calls, including steps taken and resolution

  • Monitors system availability in accordance with Service Level Agreements and applies escalation and notification policies appropriately.

  • Create procedural documentation and training materials, trains coworkers on IT systems and procedures when needed

  • Primary interaction with customers will be via telephone, but scope of responsibility will also include responding to e-mail, walk-up inquiries, and other correspondence

Education & Education:

  • An Associate's degree or Two-year technical degree is required

  • At least 2 years relevant experience effectively troubleshooting routine desktop PC issues.

  • Skills with Microsoft Word, Excel, Web Browsers, and Outlook.

  • Knowledge of Active Directory, Cisco remote access, wireless concepts, Citrix, PC concepts, and operation.

  • Familiarity with Web-based applications and concepts including a solid understanding of Web browsers, use of bookmarks, Website addresses, etc.

  • Experience with a trouble-ticketing application plus.

  • Microsoft or Help Desk Institute Certifications a big plus

Send resume and salary requirements for immediate consideration to Roxanne at Email blocked - click to apply

Nesco Resource is an equal employment opportunity employer and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age, or veteran status, or any other legally protected characteristics with respect to employment opportunities.

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Job ID: 19-34865


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