Help Desk Analyst – L1

Job Description:
Responsibilities

• Provide exceptional and professional customer service to our clients
• Acquire and maintain current knowledge of relevant software, hardware, systems, and support policies in order to provide technically accurate solutions to clients.
• Troubleshoot, diagnose and resolve issues following standard operating procedures and using knowledge support tools
• Route incidents that cannot be resolved to second level teams
• Collaborate effectively with other service desk team members
• Actively participate in the continuous improvement model; strengthening skills and working on areas of opportunity.
• Maintain dependable attendance and schedule adherence.
• Support projects as assigned by the Service Desk Lead/Manager1

Skills/ Knowledge Preferred

• Experience with Service Now platform
• Experienced providing technical assistance for both Mac and Windows operating systems, applications and hardware
• Proficient with diagnostics and troubleshooting using remote support tools
• Experience operating in and troubleshooting enterprise environments (WAN/LAN, Active Directory, DNS, DHCP, Print Services, etc.)
• Strong communication skills (written, verbal, and listening) with the ability to communicate effectively with clients of varying technical expertise
• Excellent organizational and time management skills
• Ability to adapt quickly to frequently changing policies.
• Initiative to research and resolve problems
• Ability to average a typing speed above 35 words per minute.
• A desire to self-reflect, give/receive feedback and continuously improve
• Ability to work in a fast-paced and deadline-oriented environment

Education and Experience

• Associates degree required in related discipline or equivalent experience
• 6 months of IT Service Desk experience
• CompTIA A+ Certified Preferred