Helpdesk Analyst I

#LI-CR2 #LI-Remote

Essential Functions and Primary Duties

• React to level 1 service issues, including troubleshooting O365, password resets, internet connectivity, servers, workstations, email, and software applications

• Escalate problems to the appropriate engineering disciplines within the organization or external vendors as required to achieve resolution

• Provide superior customer service by being courteous, knowledgeable, and professional

• Respond to and log all inquiries received from clients via telephone, email, or client portal

• Create properly formatted tickets on all inquiries in ticket management software

• Keep well documented and updated case notes on all tickets daily

• Create and maintain client-related documentation

Preferred Qualifications

• 2+ years experience in a Service Desk / NOC (or similar) environment

• 2+ years supporting and troubleshooting Active Directory, Microsoft Windows desktop and server platforms, Azure and O365

• 2+ years supporting and troubleshooting network connectivity issues

• 2+ years’ experience – Mobile Device Support

• 1+ years’ experience - Server Hardware Technologies Support

• 1+ years’ experience - Corporate Antivirus Support, VPN Connectivity Support

• Knowledge and experience using a ticketing system such as ConnectWise Manage

• Knowledge and experience with Layer 1, 2, and 3 troubleshooting

• Knowledge and experience with Office 365 Email

• Knowledge and experience with patching desktop systems

• Professional level verbal and written communication skills

• Exceptional customer service and phone etiquette skills

• Ability to work on multiple, concurrent tasks and adapt to shifting priorities.

Minimum Qualifications

• High School Diploma or GED equivalent required
• Proficient use of applicable technology
• Ability to follow technical instructions and guidelines
• Able to work in a team environment
• Demonstrated ability to communicate verbally and in writing throughout all levels of an organization, both internally and externally
• Ability to travel as required by business and on-call availability
• Able to lift up to 50 lbs