HelpDesk Analyst

HelpDesk Analyst

vTech can help you avoid the daunting task of writing and posting job offers, shifting through resumes and laboring through the lengthy interview process. Our Staffing solutions will allow you to elude those tasks and place topnotch, high-caliber professionals in the position you need to fill.

We use our expertise, knowledge, and global resources to deliver top-quality candidates and tailor our IT and Non-IT recruitment services to your needs. This allows us to deliver the required results in a timely manner that meets your schedule at a substantially reduced cost.

We pride ourselves for having one of the fastest growth rate and also the lowest turnover rates in the industry just 2.5 percent annually. We focus on the training and retaining qualified professionals with high personal and work ethics. With the help of our extensive database of internal candidates and CATS applicants tracking system, we can provide quality resources within the limited time frame.

We have also successfully placed hundreds of candidates in the areas related to Information Technology, Engineering, professional, Scientific & Clinical, etc. for both our commercial and government clients.

1. Source: A recruiter sources candidates from various sources; the search starts from our proprietary database. Using advanced sourcing methods like social media, professional networking media, internal, and 3rd party job boards, we identify qualified candidates.
2. Validate: A recruiter validates the candidates' experience and skill sets against our client's position.
3. Initial Screening: Based on the position and the client's work culture, the recruiter uses initial screening questions to determine the most suitable candidates.
4. Submit: The recruiter will submit to the technical team qualified candidates who have passed the initial screening.
5. Technical Screening: The technical team then prepares a matrix of the particular requirements and required experience for the position and using a list of questions and the results, re-validates the candidates' technical skills.
6. Background Check: Administrative personnel will provide a detailed background check, as required, per client agreement.
7. On board: On successfully completing the above steps, the candidates are welcomed on board and assisted to ensure a smooth integration at the client's location.

Job Description

Position Details:

Job Title: HelpDesk Analyst

Location: Des Moines, IA

Duration: 12 Months

Project Description:

· The Help Desk Support (HDS) resource provides technical assistance support over the phone and advice to end users for hardware, software and systems.

Short Description:

· Perform all roles of a Help Desk Support technician to create a ticket or provide immediate assistance for their issues over the phone. A majority of the calls (75%) are password resets, helping to get access to systems or setting an account. Any other issues would be escalated to the Help Desk for support.

Complete Description:

· This role is focused on help desk phone support, primarily with system access issues and password support. The ideal candidate must have excellent customer service and communications skills.

Candidate must be able to:

· handle difficult situations with clients and turn them into a win for the service desk team

· initiate trouble tickets from a service desk system

· answer how-to questions and resolve issues related to system access and password creation/reset

· maintain a positive outlook, be professional, and provide excellent customer service

· Greater detail outlined in the skills matrix.

· At least 3 years of relevant experience working in a technical IT call center environment.

HDS2

1 to 3 years field experience and preferred education of 2 year associates degree or equivalent technical study.

Qualifications

1 to 3 years field experience and preferred education of 2 year associates degree or equivalent technical study.

Additional Information

All your information will be kept confidential according to EEO guidelines.