Helpdesk Analyst

Helpdesk Analyst

Enon, OH

Onsite

Contract

$18/hr - $23/hr

Our client is seeking a Helpdesk Analyst for a 6+ month contract in Enon, OH. Will be working on an Onsite schedule. Will provide technical troubleshooting by remotely connecting to equipment in stores and by accessing web-based applications. Will support multiple pieces of hardware, networks, platforms, and web-based applications. Will determine if the root cause of a problem is part or a combination of hardware, network, or software related issues, and recommends and/or implements solutions.

Contract Duration: 6 Months

Required Skills & Experience

Associate degree in Computer Networking or 2 years of related experience.

Specialized training in network communication, PC architecture and application support.

Complete understanding of the store network (hardware and software), PC architecture wireless communication, router, and third-party cellular devices.

Knowledge of non-standard equipment that is not connected to the Speedway network.

Ability to manage simultaneous connections to multiple stores and pieces of equipment, and ability to prioritize the order in which repairs are made.

Ability to research and resolve issues.

Capable of working in a fast-paced environment.

Excellent verbal communication skills and the ability to explain technical information in layman’s terms.

Well organized with the ability to work under pressure and meet tight deadlines.

Excellent understanding of intra-department functions and operations.

Desired Skills & Experience

Prior help desk experience.

What You Will Be Doing

Uses remote tools and cloud technology to provide technical support for hardware, software, store networks and applications.

Manages simultaneous connections to multiple stores and pieces of equipment.

Prioritizes the order in which repairs are made in order of emergency priority.

Monitors the severity of data packet loss either to the entire store network or specific pieces of equipment.

Provides the best solution to resolve the underlying problem to bring equipment up to full functionality.

Identifies and corrects issues before a location is aware of a problem using cloud and web-based applications.

Determines the best course of action to improve performance and efficiency of store systems, equipment, and applications.

Provides accurate verbal instruction when onsite diagnostics is needed to bring various pieces of equipment to full functionality.

Understands and completes proper processes when installing software.

Directs field personnel in installing new equipment that is going on the store network.

Configures and upgrades software on newly installed devices.

Implements software changes for fuel dispensers and fuel tanks.

Sets up new DVR equipment and configures recording settings, including using proper naming conventions, for multiple cameras.

Provides troubleshooting by using remote tools connected to other legacy networks.

Manages multiple tickets and works them in order of emergency to lowest priority.

Identifies re-occurring store issues by reading and understanding case history and determines if a different course of resolution is needed to reduce repeat problems.

Reads, interprets, and follows procedures described in the internal knowledge base.

Provides documentation for knowledge base articles.

Works with third-party help desk vendors as applicable.

Maintains inventories and orders parts as needed.

Provides phone support as needed.

Attends training classes as required to stay current with new equipment troubleshooting procedures and technology.

Initiates timely communication of critical events to Store Support Team Leads.

Completes other duties, including special projects, as assigned by Management

You will receive the following benefits:

Medical Insurance - Four medical plans to choose from for you and your family

Dental & Orthodontia Benefits

Vision Benefits

Health Savings Account (HSA)

Health and Dependent Care Flexible Spending Accounts

Voluntary Life Insurance, Long-Term & Short-Term Disability Insurance

Hospital Indemnity Insurance

401(k) including match with pre and post-tax options

Paid Sick Time Leave

Legal and Identity Protection Plans

Pre-tax Commuter Benefit

529 College Saver Plan

Motion Recruitment Partners is an Equal Opportunity Employer, including Veterans/Disability/Women. All applicants must be currently authorized to work on a full-time basis in the country for which they are applying, and no sponsorship is currently available. Accommodation will be provided in all parts of the hiring process as required under Motion Recruitment Employment Accommodation policy. Applicants need to make their needs known in advance.

Posted by: Jamie Prater

Specialization: Business Analyst