Help Desk Analyst

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

· 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