Help Desk Support Analyst

· Utilize a help desk platform for tracking and documenting issues and change requests.

· Log, troubleshoot, and resolve support calls and provide outstanding customer service for both initial calls and escalated issues.

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

· Communicate directly with customers by phone and email to provide status updates and estimates on services requests.

· Act as a technical liaison to third party hardware and software vendors.

· Maintain a professional and courteous manner and maintain the highest standards of professional behavior.

· Provide onsite and remote technical support for Windows/Mac laptops, desktops, peripherals, and common desktop applications such as Microsoft Office.

· Front line troubleshooting of remote access to corporate networks.

· Front line troubleshooting of end-user network issues including access to file/print shares, network application servers including email, and the Internet and escalate when necessary.

· Create and update documentation on processes and procedures.

· Complete daily, weekly and monthly health checks on multiple systems.

· Provide onsite and remote technical support for customers.

· Must have reliable transportation.

· Must be able to provide occasional after hours and weekend support

· Must have the ability to work independently and identify/organize tasks and priorities with limited outside assistance besides appropriate escalation support.

· Must have a minimum of two years’ experience in a technical support environment (or equivalent) and be able to provide professional references., * High school or equivalent (Required)

Experience:

• Help desk: 1 year (Preferred)
• Windows: 1 year (Preferred)

Pulled from the full job description

• Professional development assistance
• Tuition reimbursement
• Parental leave
• 401(k)
• Health insurance
• Retirement plan
• 401(k) matching, * 401(k)
• 401(k) matching
• Dental insurance
• Flexible schedule
• Health insurance
• Life insurance
• Paid time off
• Parental leave
• Professional development assistance
• Retirement plan
• Tuition reimbursement
• Vision insurance