Helpdesk Analyst

This position provides a variety of software/application support services to the internal employees of our client. This Helpdesk Technician position is focused on telephone support for corporate users, distribution center users, and retail store employees., * Provide helpdesk support by answering, evaluating, and prioritizing incoming telephone, voicemail, and email requests for assistance from users.

• Follow up on open tickets from the Help Desk call tracking system, escalate problems to other IT employees (when appropriate) to obtain timely resolution, provide or coordinate basic support, installation services, and maintenance of hardware equipment, provide after-hour (pager) support during assigned weeks, and participate in departmental projects and programs (which include rollouts, upgrades, and modifications)
• Provide daily software and/or hardware support to telephone, email, and in-person requests for assistance from users.
• Identify, research, and resolve software/hardware problems.
• Use various administrative tools to perform tasks such as unlocking locked accounts.
• Responsible for logging calls and following up on open tickets in the call tracking system
• Responsible for escalating issues when appropriate
• Responsible for providing or coordinating software/hardware support, installation services, and maintenance
• Coordinate daily job tasks and responsibilities with the Help Desk Supervisor.

• Ticketing experience: Remedy, Service Now, etc.
• Customer service is going to be huge; this person needs to have great customer service skills
• Fast-paced environment, needs to come from an enterprise-level environment