US
0 suggestions are available, use up and down arrow to navigate them
What job do you want?

Help Desk Analyst job in Jacksonville at PC Connection, Inc.

Create Job Alert.

Get similar jobs sent to your email

List of Jobs

Apply to this job.
Think you're the perfect candidate?
Help Desk Analyst at PC Connection, Inc.

Help Desk Analyst

PC Connection, Inc. Jacksonville, FL (On Site) Full-Time
We are looking to add to our already established team! This is a permanent role with a full benefits package that kicks in the first of the month after you start! Do you have 6-12 months of Help Desk support experience? Do you want to expand your career in the IT field? THIS IS THE OPPORTUNITY for YOU!

This role will be mostly remote with a few trips to the Jacksonville, FL location required. Local candidates to the Jacksonville, FL area needed. Full-time, M-F, 7AM-4PM or 8AM-5PM.

Working under general supervision of the Service Desk Manager, the Service Desk I will provide IT assistance to troubleshoot/handle support calls regarding Desktops, Laptops, Printers, Phones, Mobile Devices, E-Mail, Password Resets, Supplier Connect, etc. leveraging defined knowledge articles. Candidate will demonstrate the ability to empathize, problem-solve, communicate effectively, and provide exemplary customer experience to the end user.

Please send resumes to Lauren at to learn more!

Requirements:
  • Responds to a variety of reported inputs including, phone, web, email, system generated messages, monitoring tools.
  • Provides technical and procedural advice, assistance, support and incident/request resolution to the full complement of client systems, hardware and software. Resolution is delivered via phone, email, or remote assistance.
  • Applies troubleshooting techniques and technical knowledge to identify the incident severity and the required resolution process.
  • Documents customer interactions into ServiceNow and/or the Knowledge Base System.
  • Research problems that do not have a documented solution and formulates a resolution.
  • Reviews daily ticket flow to make sure all issues are properly researched, updated, resolved or escalated.
  • Reviews and updates knowledge articles to assist with the troubleshooting and resolution of technical problems.
  • Applies diagnostic techniques to identify problems; investigate causes and recommend solutions.
  • Provides end user software troubleshooting and support.
  • Installs; configures and upgrades computer hardware/software.
  • Maintains current knowledge of relevant technologies, processes and procedures as assigned.
Skills:
  • Knowledge of MS Windows XP/7, MS Office, MS Exchange, PC Hardware/Software.
  • Solid technical aptitude.
  • Previous experience supporting help desk operations.
  • Comprehensive knowledge of desktop operating systems and applications.
  • Comprehensive knowledge of the principles; methods and techniques used in computer troubleshooting and support.
Responsibilities:
  • Responds to a variety of reported inputs including, phone, web, email, system generated messages, monitoring tools.
  • Provides technical and procedural advice, assistance, support and incident/request resolution, hardware and software. Resolution is delivered via phone, email, or remote assistance.
  • Applies troubleshooting techniques and technical knowledge to identify the incident severity and the required resolution process.
  • Documents customer interactions into ServiceNow and/or the Knowledge Base System.
  • Research problems that do not have a documented solution and formulates a resolution.
  • Reviews daily ticket flow to make sure all issues are properly researched, updated, resolved or escalated.
  • Reviews and updates knowledge articles to assist with the troubleshooting and resolution of technical problems.
  • Applies diagnostic techniques to identify problems; investigate causes and recommend solutions.
  • Provides end user software troubleshooting and support.
  • Installs; configures and upgrades computer hardware/software.
  • Maintains current knowledge of relevant technologies, processes and procedures as assigned.
  • Reviews training material and self-study tools to stay informed of current technologies.
  • Participates in special projects as assigned.


Recommended Skills

  • Communication
  • Computer Architectures
  • Customer Experience
  • Help Desk
  • Knowledge Base
  • Laptops
Apply to this job.
Think you're the perfect candidate?

Help us improve CareerBuilder by providing feedback about this job:

Job ID: g3wp846

CareerBuilder TIP

For your privacy and protection, when applying to a job online, never give your social security number to a prospective employer, provide credit card or bank account information, or perform any sort of monetary transaction. Learn more.

By applying to a job using CareerBuilder you are agreeing to comply with and be subject to the CareerBuilder Terms and Conditions for use of our website. To use our website, you must agree with the Terms and Conditions and both meet and comply with their provisions.