Senior Help Desk Analyst

Senior Help Desk AnalystThe Senior Help Desk Analyst is responsible for providing high quality customer service interactions with the company's end user population via the telephone and email. They will facilitate and resolve a wide variety of requests, inquiries and IT concerns with the use of their strong technical knowledge of hardware and software. This person will work independently, and as part of a team, to deliver outstanding service and support.ResponsibilitiesServes as the initial point of contact, globally for access to the Enterprise IT environment. Interacts with IT users to resolve technical issues; responds to queries and completes service requests that originate by phone, web-based portals, email or other methods.Assists users to resolve computer related problems such as inoperative hardware or software, including network connections. Resolve customer inquiries efficiently and effectively through the use of active listening and personalizing techniques with a constant focus on service excellence.Reads, writes, and implements standard operating procedures and technical documentation.Document and maintain user request and incident records in IT Service Management System. Maintain ownership of user inquiries and requests through resolution, owning the relationship with the customer.Escalate calls, as necessary, to Level II and III IT staff, or authorized contractors, to resolve problems or fulfill requests according to established escalation procedures.Meet and exceed team and individual performance standards including abandon rate, first call resolution and SLAs.Requirements8+ years of experience as a Help Desk Analyst, Service Desk Analyst or a similar Technical Support roleExperience providing both Tier 1 and Tier 2 technical supportProficiency providing support to Microsoft Office applicationsOutstanding verbal and written communication skillsTS/SCI with Polygraph RequiredNice To HavesLinux system administration experienceExperience with XactaExperience configuring log shippers (Syslog, NxLog)Knowledge of Linux commands to perform devops functionsArcsight, Elasticsearch, Kibana, Splunk