Help Desk Analyst

Help Desk AnalystThis position provides phone support for software and hardware related issues. Candidate will be required to determine the nature of the problem, analyze root causes and resolve or escalate the issues in a timely manner. This individual's prime responsibility is to ensure that CED's 700+ Profit Center locations receive a very high level of service in a timely and professional manner. This individual must possess excellent communication and customer service skills in addition to being a good problem solver. They have the ability to make decisions quickly and independently in a fast-moving call center environment.Reports to: Manager of IT Service CtrMinimum Qualifications:Experience supporting end users to set-up, operate and troubleshoot personal computers, printers, and external computer peripheralsDemonstrable experience learning new software and hardware in an independent mannerExperience using Microsoft Word, Excel, and OutlookHigh level of proficiency to read, write, and communicate orally in English, especially I.T. technical terms and conceptsPreferred Qualifications:Experience with MS AccessWorking Conditions:This position operates in a professional office environment and is largely a sedentary role. It requires the ability to sit for extended periods of time.Supervisory Responsibilities:NoEssential Job Functions:Provide phone support for software and hardware related issues while following company process and proceduresPersuade users to follow company process and procedures and handle potentially inflammatory situations with composureMeet or exceed call-answering quantity and quality standardsWork assigned shifts and meet or exceed attendance standardsCED is an Equal Opportunity Employer - Disability | VeteranOther Compensation:The following additional compensation may be applicable for this position:Profit SharingInsurance - Medical, Dental, Vision Care for full-time positionsLife Insurance401(k)Paid Sick LeavePaid HolidaysPaid VacationHealth Savings Account (HSA) and matchingTeledocPaid Pregnancy & New Parent Leave