Help Desk - Entry level

The Wherry Group
Oct 06, 2016
Oct 26, 2016
Employer Type
Direct Employer
Employment Type
Full Time
Job Description:

One of our top clients in Glastonbury is seeking a Jr. Support Analyst to join their team. Description Tier I is the initial support level responsible for basic customer issues. It is synonymous with first-line support, front-end support, and various basic level technical support functions. The first job of a Tier I investigate the customer's reported issue by analyzing the symptoms and finding the root cause of the problem. This level should gather as much information as possible from the end user to be recorded in the helpdesk tracking software. Once identification of the underlying problem is established, the analyst can begin sorting through the possible solutions available. Support specialists in this group typically handle straightforward and simple problems (i.e.: questions or problems to normal workflow within the supported applications, routine and lower level IT support, report generation, ticket entry and maintenance, etc.). Personnel at this level have a general understanding of the product or service, and aim to handle 70%-80% of user problems before escalating the issue to a higher level. Responsibilities Basic Responsibilities ?? Monitor and respond quickly and effectively to requests received through the Program Helpdesk ?? Monitor service desk for tickets assigned to the queue, and process on a first-in first-out basis with respect to task priority and Service Level Agreements ?? Follow up on outstanding requests and ensure timely resolution ?? Utilize and maintain the helpdesk tracking software ?? Generate reporting metrics and program metrics for management utilizing the available tools ?? Data validation, input, and analysis ?? Accurate completion of assigned tasks ?? Contribute to, Utilize, and Support the Knowledge DatabaseAcquiring and maintaining a solid understanding of troubleshooting methods and techniques to resolve supported cross-platform software and security issues ?? Reports higher level issues to a Tier II technician ?? Provide lower level Desktop support as directed by the IT team o Software installs and Access requests o Desktop computing issues o Hardware malfunctions o Manage computer setup and deployment for new employees using standard hardware, images, and software ?? Document resolutions and share knowledge amongst team members ?? Data analysis of various customer data dumps ?? Other duties may be added and/or assigned as needed Position Requirements Formal Education & Certifications ?? Preferred college diploma or university degree in the field of computer science, information systems, or other related field ?? US Citizenship required Knowledge and Experience2 years+ experience working in Microsoft Office Tools - Intermediate levelAbility to work in a team environment and individually drivenGeneral Knowledge PC hardware, printers, scanners, computer peripheralsAdditional experience:SQL KnowledgeAerospace ExperienceMilitary ExperienceSoftware Testing Experience Personal Attributes ?? Solid relationship management and performance management skills ?? Thoughtful and respectful listenerAction-oriented - able and willing to translate plans into action.Personal affinity for and commitment to a culture of excellenceConsummate attention to detailWillingness and ability to take initiative, and embrace responsibility and accountabilityCollaborative, flexible, and able to balance the need for structure with the efficiency and effectiveness of action-oriented, non-bureaucratic and non-hierarchical approachesAble to foster a fun, enjoyable working environment while doing excellent, diligent work ?? Strong customer service orientation ?? Proven analytical and problem-solving abilities ?? Ability to effectively prioritize and execute tasks in a high-pressure environment ?? Good written, oral, and interpersonal communication skills ?? Ability to conduct research into issues and products as required ?? Ability to present ideas in a business-friendly and user-friendly language ?? Highly self-motivated and directed ?? Team-oriented and skilled in working within a collaborative environment Work Conditions ?? 40-hour work week ?? Some travel may be required to other office sites ?? Sitting for extended periods of time ?? Dexterity of hands and fingers to operate a computer keyboard, mouse, power tools, and other computer components ?? Lifting and transporting of moderately heavy objects, such as computers and peripherals

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