L1.5 Help Desk Analyst -
Location -in Weldon Springs, MO – Tuesday – Thursday is our in-office days.
Wednesday everyone is in office. Tuesday and Thursdays we rotate.
Position is day shift (1st or 2nd) - depending on the schedule would work between the hours of 7am to 6pm, Monday through Friday
Once they are fully trained, there will be rotational on-call weekend support - minimal
Manager Notes
Seeking 2-6 years of experience
2 openings due to growth
This is a “stepping stone” team with huge growth potential.
If they don’t have previous enterprise experience they really struggle
Drive and Energy are key, can’t take short cuts, think out of the box, coachability, energy level up, enterprise experience.
Day to Day! Day shift is very busy, multi-tasking, working through multiple channels, have new phone calls, emails, open tickets, sending chat messages on the side, etc. In the office, some people may walk up. Prioritizing is key
Helpdesk 1.5 – routing is still something they do, but they also do a lot of troubleshooting, actioning, work closely with workstation team.
Day Shift ticket volume– 45+ opening tickets, Close 25+ tickets.
Evening shift ticket volume – 30 open tickets, 15 closing tickets.
Currently only two people on the night shift.
Everyone will work normal business hours during training. Candidate should be prepared to be in office while in training for 2 weeks.
Culture fit and personality is everything - customer service attitude
Manager likes people who OVERCOMMUNICATE – as soon as there is a situation or even a “just in case” let her know at the time of the occurrence, not 5 minutes before your shift.
SKILLS AND ABILITIES: The more the better
A+, Network & Microsoft Certified Desktop Support Technician is a plus
Proficient with Windows desktop environment (Win 10 & Microsoft Office) and MACs
Basic TCP/IP networking
VoIP Telephony
Windows Terminal Server end user support
Mobile device support - Blackberry & iPhone
Printer technologies
Video conference & meeting room technology
Dell workstation hardware
Excellent communication & organizational skills
Strong telephone and customer service skills
Strong analytical and problem-solving skills.
Availability to work overtime, as required
Responsibilities
Under minimal supervision, acts as a senior level support resource providing first and second-tier support for IT incidents and requests from associates via phone, email, and remote connection to resolve routine problems regarding hardware, software, and peripherals. Uses detailed knowledge of the infrastructure environment to effectively deliver IT and business requirements. Attempts to resolve as many requests as possible during first contact, determines urgency of needs, prioritizes, and responds to support requests by taking corrective action or routing requests to appropriate IT specialists. Provides customer-oriented follow-up in a courteous, efficient and timely manner. Records, dispatches and closes service requests using ServiceNow software.
Requirements
Post-Secondary Education graduate or relevant experience
Technology/desktop support experience
Fluent English Language skills both spoken and written
Windows desktop environment support
Mac support is a plus
Knowledge of Windows Server environment administration (AD, Exchange)
Proven understanding of a wide range of end user computing technical requirements, hardware knowledge and troubleshooting, as well as proven ability in handling project related tasks
Ability to work efficiently as part of a team environment
Ability to work well independently and be proactive with task and time management
Ability to diagnose software and hardware problems
Effective oral and written communication skills
Effectively manage relationships with all levels of internal stakeholders
