It Infrastructure Support - Helpdesk

Description:

Knoxville, TN or 50 miles radius
No remote/telework option - not negotiable, candidate must go into office.

We are seeking a Help Desk Support Analyst- The Help Desk Specialist will provide IT call center level support to offices and employees worldwide.

Job Duties:
- Provides first-level troubleshooting of hardware, software and operating system problems,
- Documents user's problems through the use of an online problem management system including opening, updating status, and closing problem tickets.
- Responds to telephone calls, email, and problem tickets for personnel requests for technical support.
- Tracks and monitors the problem to ensure a timely resolution where required.
- Resolves PC software configuration problems and remotely installs software products and/or approved patches.
- Troubleshoots computer problems, performs hardware and software diagnostics and coordinates needed repairs.
- Resolves computer system problems, including coordination between users, product line specialists and/or enterprise infrastructure support staff.
- Diagnoses, isolates, and analyzes problems utilizing historical database records.
- Monitors problem ticket queue to ensure all assigned tasks are completed within specified metric requirements.
- Escalates unresolved issues to the successive level of support.

Basic Qualifications:
Bachelor’s Degree in Computer Information Systems, Management Information Systems, or other Information Technology discipline, or six years of relevant experience in lieu of a degree
- 1 or more years of experience in troubleshooting applications or network related issues
- 1 or more years of experience in ticket tracking tool such as Heat, Remedy and Service Now
- 1 or more years of experience providing customer service

Additional Qualifications:
- Ability to participate in shift rotation including occasional evenings and regularly scheduled weekends.
- Hands-on experience with Microsoft Windows operating systems
- Experience with techniques, methods of troubleshooting end-user problems including set-up and support of software and hardware
- Excellent and demonstrated communication and customer support skills
- Understanding of client-server and networking principles
- Ability to obtain MCDST or equivalent within 12 months
- Knowledge of ITIL/ITSM concepts