Help Desk Analyst

Help Desk Analyst

Help Desk Analyst

Company Description

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.

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.

Validate: A recruiter validates the candidates' experience and skill sets against our client's position.

Initial Screening: Based on the position and the client's work culture, the recruiter uses initial screening questions to determine the most suitable candidates.

Submit: The recruiter will submit to the technical team qualified candidates who have passed the initial screening.

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.

Background Check: Administrative personnel will provide a detailed background check, as required, per client agreement.

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

Provides technical assistance, support, and advice to end users for hardware, software, and systems.

Investigates and resolves computer software and hardware problems of users.

Answers questions, applying knowledge of computer software, hardware, systems, and procedures.

Talks with technical and non-technical co-workers to research problem and find solution.

Asks user with problem to use telephone and participate in diagnostic procedures, using diagnostic software or by listening to and following instructions.

Create and escalate Remedy trouble tickets to Tier 2 Service Desk staff and/or 3rd Party Service Providers as needed to ensure resolution

Follow quality standards, and displays strong customer service skills.

Able to work in a team environment.

Complete assigned tasks.

Excellent communication skills; both written and spoken.

Reset or restore mainframe, LAN and User IDs and passwords through RACF or Active Directory

Diagnose and coordinate the repair of products by dispatching and tracking the work of appropriate Service Providers.

Research and update, as needed, reference publications and diagnostic aids to seek information necessary to resolve end user issues.

Required Skills

Experience with call tracking and ticketing software

Attentive to details and ability to be resourceful (using supplied documentation)

Ability to support users with limited knowledge of computers, software, hardware and systems

Excellent communication skills and telephone manner.

Excellent organizational skills

Incident Management experience – Managing incidents including business expectations and communication

Basic User & Security Group Active Directory administration

Strong knowledge of Microsoft based operating systems with emphasis on Windows 7 and Office 2013

Experience with using and troubleshooting Outlook 2013 within a network environment (permissions, calendar sharing, delegation)

You will be a self-motivated achiever who gains satisfaction from providing excellent customer service

2+ years previous IT Service Desk and/or Call Center experience required

Qualifications

· Experience with call tracking and ticketing software

· Attentive to details and ability to be resourceful (using supplied documentation)

· Ability to support users with limited knowledge of computers, software, hardware and systems

· Excellent communication skills and telephone manner.

· Excellent organizational skills

· Incident Management experience – Managing incidents including business expectations and communication

· Basic User & Security Group Active Directory administration

· Strong knowledge of Microsoft based operating systems with emphasis on Windows 7 and Office 2013

· Experience with using and troubleshooting Outlook 2013 within a network environment (permissions, calendar sharing, delegation)

· You will be a self-motivated achiever who gains satisfaction from providing excellent customer service

· Previous IT Service Desk and/or Call Center experience

Additional Information

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

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