*MUST RESIDE IN THE STATE OF NEW YORK*
Job Description
The Help Desk Analyst will provide Level 1 support to clients. This position will provide customer-friendly assistance to clients experiencing difficulty using IT products and services. The Technical Support Analyst will troubleshoot, diagnose and resolve or escalate Level 1 incidents received as necessary. You may also install, configure, administer, support and analyze the network status monitoring tools. We provide 24/7 support and offer 1st, 2nd and 3rd shift schedules with the opportunity for advancement.
Key Responsibilities
The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
The Help Desk Analyst is primarily responsible for:
· Performing technical customer support to our NYS client via telephone, chat and email support
· Provide level 1 triage and resolutions such as password resets, account unlocks and troubleshooting network connectivity issues.
· Performing call backs as required
· Identifying and/or coordinating hardware and software requests and offering solutions for customer accounts
· Acting as a subject matter expert (SME) across limited subject areas.
· Training and mentoring other service desk associates as needed
Pay Rate: $17.00/ hour
We are seeking candidates with the following qualifications and skills:
Education, Certifications, & Technology Requirements:
· High School Diploma/GED or equivalent experience
Who You Are:
· Ability to learn and become knowledgeable of customer products and services
· Experience working on a help desk/service desk handling tickets preferred
· Experience troubleshooting Desktop hardware and associated peripherals preferred
· Proficiency in navigating accounts with multiple skill set requirements
· Demonstrate effective soft skills, active listening skills and ability to empathize with customer’s situation
· Ability to eventually resolve more complex support ticket requests
· Ability to provide support to new team members
· Effectively manage length of calls/handle time
· Ability to thrive in a fast-paced but fun work environment.
· Promote teamwork and call center success
Must have an entry to intermediate understanding of - Microsoft Outlook 2010, Windows 10, Various web browsers and basic computer terminology
