Help Desk Analyst II and III

Successful applicant must have minimum of three years of technical experience supporting IT end users in a Call Center environment. The qualified applicants must also be proficient with Microsoft Office applications (Outlook, Word, Excel, and PowerPoint) and be able to resolve password log in issues, network connectivity, VPN Connection issues, printing problems, and basic Hardware issues.

The individual should also have strong analytical and communication skills, and the ability to work efficiently and effectively with clients, co-workers and other infrastructure staff members. Individual(s) should be motivated and self-directing with excellent diagnostic ability, interpersonal and communication skills and focused on delivering excellent customer service.

 



Requirements
For consideration candidate must have the following:

- Have minimum of 3 years experience working in a Helpdesk environment.
- Experience with Altiris Asset Management software is desired
- Must have experience with remote connectivity
- Ability to learn and maintain a high level of knowledge of the clients computing environment.
- Must demonstrate strong sense of urgency regarding solving end-user issues.
- Must have excellent Customer Service skills.
- Have excellent telephone, listening and communication skills.
- Be able to answer questions regarding system errors or usage instruction.
- Must be able to minimize downtime by rapidly diagnosing and resolving problems.
- Be able to track and document information regarding client calls using Altiris Help Desk Solution.
- Maintain a high level of teamwork and communication.
- Ability and willingness to work overtime
- Ability and willingness to work/cover various shifts- MCSDC Certification preferred