Help Desk Analyst 1

Atlanta, GA 30328

Posted: 09/27/2018 Category: Technical Support Job Number: 7731

The Help Desk Analyst I, provides first level support to all of our client’ s employees.  This individual’ s responsibility is to get to know and develop relationships with all employees. You are the face of IT.  This individual will have to analyze and diagnosis all customer inquiries, tickets and issues received via phone, e-mail or the IT ticketing system.  Issues maybe as mundane as password resets or as complex as application connectivity issues.  This position will also be responsible for all asset and inventory tracking of IT equipment.

Responsibilities:
  • Ensures phone and email requests are answered in a timely manner
  • Provides training and support of employees on regular basis
  • Evaluates all incidents, escalations, and tracking to completion
  • Track and report metric and SLA performance of IT tickets and requests
  • Log and track issues using an Incident Management tool
  • Provides remote support and resolutions pertaining to client PCs, laptops, virtual desktops, mobile devices, etc. and other business applications
  • Identify, troubleshoot, and resolve hardware and software failures that impact an employee’ s workplace productivity
  • Maintain, reconfigure, and upgrade all end user workstations as required
  • Onboard and off-board employees according to business standards
  • Document configurations of new or existing products and techniques for resolving problems
  • Document troubleshooting methods
  • Document processes required to support all software that is required in the environment as it relates to the end user support
  • Deploy, configure, service and manage end user printers. Working environment provides personal printers to most employees.  We do not have central multi-function printers/copiers.

Requirements:
  • Self-motivated
  • Requires minimal management input
  • Team player
  • Life-long learner
  • Highly organized with strong time management skills
  • Ability to handle multiple priorities efficiently
  • Provide world-class customer service
  • Ability to understand and/or interpret business needs
  • Knowledge of ITIL Service Operation\Incident Management principles
  • Strong data interpretation skills to form actionable suggestions to Management
  • Working knowledge of networking principles sufficient to troubleshoot workstation connectivity
  • Working experience with HP printer maintenance and troubleshooting
  • Working experience with Citrix application hosted environment
  • Working knowledge of MS Windows 7? 10, MS Office 2010-2016, VoIP platforms, User VPN, printers, end-user management software, anti-virus/malware solutions, inventory management systems, ticketing systems, MS Exchange 2010-2016, and VMware environments
  • Good problem-solving skills including troubleshooting remote workstations, printers, and mobile devices
  • Security and user account administration skills to create and troubleshoot access to common network resources

EDUCATION, EXPERIENCE & TRAINING REQUIRED
  • High school diploma or GED, but candidates with proven experience will not be excluded from consideration
  • Associate’ s or Bachelor’ s degree in Computer Technology related field, plus 1-3 years related experience preferred

Certification in at least one of these areas is preferred: A+, ITIL Foundation, Microsoft Operating System, Microsoft Office Suite Certification, or other Microsoft

Sean Whitman

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