Helpdesk Analyst - Remote

• Entry level; looking for someone with 2+ years of experience in IT space, including 1+ years of experience in technical support/ helpdesk.


• Strong Communication Skills Written and Verbal to be able to stay focused on the conversation and manage calls for support.


• Great Customer Service skills with attention to detail and ability to listen


• Naturally inquisitive and want to learn and understand at deeper level


• Proactive with information gathering.


• Understand how to troubleshoot and when to escape


• Plus, if they have industry specific certifications like A Plus, HDI, Network Plus, CompTIA Plus


• First point of contact for the users who call our IT Service Desk


• Answers incoming calls, emails, chats


• Tracks all information in ticketing system


• Uses KB tool along with expertise to resolve tier 1 incidents and requests in a timely fashion


• Escalates unresolved problem/issues/requests to the proper tier 2 support team


• Troubleshoot basic end user issues on various software applications, hardware, network and telecommunications systems and provide basic desktop support.


• Follow standard Service Desk operating procedures; accurately log all Service Desk tickets using the defined tracking software.


• Become familiar with helpdesk policies and services.


• Become familiar with the Systems, Network, Core Applications and each team in the IT Department.


• Other duties as assigned by the Service Desk Manager.

Qualifications:

• 2+ years of experience in IT space, including 1+ years of experience in technical support/ helpdesk.


• Demonstrate a general knowledge of operating systems and application software to provide a high level support.


• Friendly presence and helpful attitude; good interpersonal skills and ability to work well with others.


• Ability to utilize the applications for Microsoft Office for support, reporting and documentation.


• Excellent oral and written communication skills.


• Ability to provide technical support over the phone; excellent phone skills, professional demeanor.


• Excellent problem solving skills; ability to visualize a problem or situation and think abstractly to solve it.