Help Desk Analyst I

Job details

JOB SUMMARY:

Provides phone and chat support for business and IT customers technical problems and service requests; records problem symptoms and information for escalation of the more complex problems to higher level support; maintains knowledge of relevant products and service offerings to provide accurate solutions; acts as representative of technical services to its customers. This role is 100% virtual currently. Candidates must be local to one of the following locations:
• Warwick (RI) - 700 Quaker Lane Warwick, RI 02886
• Kansas City (KS) - 17000 West 119th Street, Olathe, KS 66061
• Oklahoma City (OK) - 7340 W Memorial Rd, Oklahoma City, Oklahoma 73142
• Wilmington (DE) - 3 Beaver Valley Rd. Wilmington, DE 19803
• Cleveland (OH) - 5990 West Creek Rd. Bldg. III Independence, Ohio 44131
• Lake Mary (FL) - 640 Century Point. Lake Mary, FL 32746
• Phoenix (AZ) - 24000 N Farmers Way, Phoenix, Arizona 85085

ESSENTIAL JOB FUNCTIONS:
• Provides basic help desk support for problems and service requests related to hardware, software, network/mainframe connectivity and application support within a 24x7x365 support team.
• Acts as representative of technical services to its customers.
• Initiates, escalates, or resolves problem tickets and/ or service requests.
• Troubleshoots and resolves technical problems, escalates to support resources.
• Facilitates closure to problem ticket/ service requests while meeting or exceeding defined service level expectations.
• Conducts timely 1st level problem determination for incidents using documented procedures, and accurately documenting the issues using the appropriate toll(s).
• Ensures customer satisfaction by responding to Service Requests through approved channels to the Help Desk in a timely, accurate, and professional manner.
• Records problem symptoms and status information in a timely/accurate fashion using the appropriate tools in order to communicate with and properly utilize 2nd and 3rd level support resources.
• Acquires and maintains current knowledge of relevant product/service offerings and support policies to provide technically accurate solutions to customers.
• Must be able to provide clear, concise, information through written and verbal communications.

EXPERIENCE REQUIREMENTS:
• One year of technical help desk call center experience in an enterprise environment
• Recent college grads (Bachelor's degree in Business or Computer Sciences fields attained within past 24 months) looking to pursue an IT career may be considered in lieu of work experience

SPECIAL SKILLS REQUIREMENTS:
• Flexibility to work within 24x7x365 support team
• 40 WPM Typing
• Remote support experience preferred

EDUCATION REQUIREMENTS:
• High school diploma or equivalent required
• Bachelor's degree preferred (Business or Computer Sciences)

INTERNET/CONNECTIVITY REQUIREMENTS:
• Download: >5 Mbps
• Upload: >2 Mbps
• Latency: <150ms
• Jitter: <30ms

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