Help Desk Analyst

Help Desk Analyst

Pay: $20/hr

REMOTE

Required Skills & Experience

- 4+ years of experience in information technology environment, specifically a Help Desk or Support role

- Must be team orientated, have a strong service orientation.

- Ability to prioritize and multi-task effectively.

- Strong analytical and trouble-shooting skills

- Strong communication skills, both written and verbal.

- Strong computer skills including use of MS Office. Suite, Active Directory,

- Professional phone manners.

- Able to work 100% remote.

- Keeping detailed records of specific issues reported via CRM

Job Description

A large distribution company is seeking a Help Desk Analyst to join their growing IT division. In this role you will join a dynamic team transitioning to support more internal departments within the company, growing outside of IT only support. The team currently has 11 Help Desk Support Agents, but this will be doubling in size (at a minimum) in the months to come. This role will act as the primary liaison between IT and other internal departments, for example: Accounting, Human Resources, Branch Stores, C-Level Executives, and any employee a part of the same organization. They will do so while supporting and maintaining the infrastructure of current systems for internal user issues. All incoming tickets are created through a CRM tool, which can be escalated to a software application support team, if needed. Most tickets will involve troubleshooting, re-routing printers and password resets. Additional responsibilities include, but not limited to:

* Provide Tier 1 and 2 level of support.

* Escalate priority support issues to Level 2.

* Collect and forward all relevant information prior to escalations to level 2.

* Maintain a positive working relationship with business lines and other departments.

* Prioritize and schedule work as necessary to maintain department service level.

* Update and Maintain cases in a timely fashion.

* Advanced Pc hardware and software procurement.

* Advanced networking skills and troubleshooting.

* Advanced Wireless and remote connectivity troubleshooting.

* Working well with both internal and external groups and teams.

* Enhances team productivity by helping others.

* Writes clear and concise technical documents and knowledge base articles.

* Assist with creating and adhering to departmental policies and procedures.

* Provides hardware and software support for senior executives