HELP DESK SUPPORT ANALYST

The Help Desk Analyst - Level II plays a critical role in the delivery of all services to Cordicate IT's clients. They will be responsible for managing and supporting multiple clients of various size and technology. This job is ideal for mid-level IT consultants looking to grow and expand their responsibilities. This job will have the opportunity to gain exposure to advanced networking, server, and IT technologies dependent upon candidates' ability to learn and acquire new skills.

RESPONSIBILITES:

· Log and resolve calls and provide excellent customer service for tier 1 and tier 2 requests.

· Monitor and escalate, as required, all service requests to meet agreed service levels.

· Keep the customer informed on the status of their service requests and provide first line hardware and software support.

Do you have experience in Network switching?, Do you have a Associate's degree?, · Must have the ability to work independently.

· To always represent the interests of Cordicate IT in a professional and courteous manner and conduct themselves to the highest standards of professional behavior.

· To uphold the same professional standards and work ethic expected of all our consultancy staff.

· Provide technical and end user support Windows Server OS, and Windows based laptops/workstations, peripherals, and Microsoft based products.

· Must have some switching and routing knowledge

· Use Cordicate IT's technical platforms to support, monitor and document.

· Ability to travel within the Philadelphia region.

SOFT SKILLS AND ATTRIBUTES:

· Minimum of three years working in a technical support environment.

· Minimum of three years customer service background.

· Bachelor's or Associate degree a plus

· Ability to build and maintain client relationships in a customer service capacity, builds customer confidence, is committed to increasing customer satisfaction, sets achievable customer expectations, assumes responsibility for solving customer problems, ensures commitments to customers are met, solicits opinions and ideas from customers, responds to internal customers.

· Strong communication skills (both verbal and written) and ability to communicate effectively with end-users

· Willingness to travel for short trips.

· Meets all team deadlines and responsibilities, listens to others and values opinions, helps team leader to meet goals, welcomes newcomers, and promotes a team atmosphere.

· Understands duties and responsibilities, has necessary job knowledge, has necessary technical skills, understands company mission/values, keeps job knowledge current, is in command of critical issues.

· Deals with others in a straightforward and honest manner, is accountable for actions, maintains confidentiality, supports company values, and conveys good news and bad.

· Is attentive to detail and accuracy, is committed to excellence, looks for improvements continuously, monitors quality levels, finds root cause of quality problems, owns/acts on quality problems.

· Supports values and daily actions and decisions, communicates vision and values to others, generates enthusiasm, incorporates vision when planning.

· Adapts to change, is open to new ideas, takes on new responsibilities, handles pressure, and adjusts plans to meet changing needs.

· Skilled in the use of computers, adapts to new technology, keeps abreast of changes, learns new programs quickly, and uses computers to improve productivity.

· Handles customer questions and complaints, communicates with customers, handles service problems politely and efficiently, always available for customers, follows procedure to solve customer problems, understands company products and services, maintains pleasant and professional image.

· Meets commitments, works independently, accepts accountability, handles change, sets personal standards, stays focused under pressure, and meets attendance/punctuality requirements.

· Has good listening skills, builds strong relationships, is flexible/open-minded, negotiates effectively, solicits performance feedback, and handles constructive criticism.

· Breaks down problems into smaller components, understands underlying issues can simplify and process complex issues, and understands the difference between critical details and unimportant facts.

· Manages a fair workload, volunteers for additional work, prioritizes tasks, develops good work procedures, manages time well, and handles information flow.

· Seeks out and accepts feedback, is a proactive learner, takes on tough assignments to improve skills, keeps knowledge and skills up to date, turns mistakes into learning opportunities.

· Promotes mutual respect, keeps workplace clean and safe, supports safety programs.

TECHNICAL ATTRIBUTES HIGHLY DESIRED:

· Windows OS certification or equivalent.

· TCP/IP

· Firewalls

· Active Directory

· MS Office Internet connectivity

· Business peripherals

· Backup software operational support

Pulled from the full job description

• Referral program
• 401(k)
• Health insurance
• Retirement plan
• 401(k) matching
• Paid time off
• Vision insurance, * 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Referral program
• Retirement plan
• Vision insurance