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Level I Helpdesk Analyst

Addison Group Houston, TX 77002 Contractor
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RESPONSIBILITIES

  • Responsible for First Level technical support via e-mail, phone, and in person – approximately 90% of time.
  • Respond to phone and e-mail inquiries that are placed to the Support Center; and directly interact with end user customers to resolve local and network related issues.
  • Troubleshoot and diagnose hardware, software, and connectivity issues for end users.
  • Report all hardware, software, network, copier, and telephone problems.
  • Maintain detailed documentation of each service call in an online ticket system; log calls into a central database and escalate when appropriate.
  • Work with other IT groups to rollout hardware and software upgrades; implement new equipment and services; assist with new product testing and special projects.
  • Analyze and resolve moderately complex PC hardware, software, system access, network, and other technical issues.
  • Perform end user operation/procedure training and/or documentation.
  • Follow up with end users to ensure problems are resolved successfully and satisfactorily.
  • Track status of all ongoing issues and escalate to management as appropriate.
  • Document and update written knowledge base policies and procedures.
  • Participate in development and implementation of standard Help Desk processes and procedures.
  • Able to manage a heavy caseload and respond to user requests in a timely fashion.
  • Work a flexible schedule; provide off hours support on an on-call basis.
  • Provide timely, efficient, and friendly service to all end users; display effective customer relation skills to enhance satisfaction.
  • Perform other duties as assigned.

QUALIFICATIONS

  • 1 – 2 years Help Desk phone support experience required.
  • 1 – 2 years’ experience in the support of networks and related systems required.
  • STI or HDI Help Desk Analyst Certification preferred.
  • Working knowledge of Networks (Local Area Networks (LAN), Wide Area Networks (WAN)).
  • Working knowledge of Windows 10 Professional with Internet Explorer 11 or higher.
  • Experience with remote support through Citrix, VPN, and Wireless methods on Laptops is required.
  • Associate’s degree or equivalent technical school; or 2+ years related call center experience and/or training.
  • 1 – 2 years Help Desk phone support experience required.
  • 1 – 2 years’ experience in the support of networks and related systems required.
  • STI or HDI Help Desk Analyst Certification preferred.
  • 1 – 2 years Help Desk phone support experience required.
  • 1 – 2 years’ experience in the support of networks and related systems required.
  • Excellent telephone etiquette.
  • Exceptional customer service support and interpersonal skills.
  • Ability to work in both a collaborative as well as solo capacity.

Recommended skills

Wide Area Networks
Local Area Networks
Phone Support
Scheduling
Help Desk
Technical Support
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Job ID: 425375

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