Entry Level Help Desk Analyst
Infocision
Akron, OH
Full-time
Information Services / Technology (IT)
Posted on January 8, 2022
Duties and Responsibilities:
- Respond to all requests for support services submitted via WEB, Email, and Phone and document the lifecycle of such requests within our call management software.
- Conduct first level problem determination, research and resolve technical issues using documented procedures and available tools.
- Provide daily updates to users on the status of all active support incidents.
- Troubleshoot microcomputer problems over the telephone or through visits to individual workstations
- Assist in the resolution of user and support issues to ensure positive impact on user satisfaction
- Install and support specific software applications
- Test new versions of software products
- Provide accurate and creative solutions for user problems to ensure user productivity
- Attend training sessions and learn additional software application packages as appropriate
- Assist in training workshops, including setup and instruction when appropriate
- Participate in team projects that enhance the quality and efficiency of help desk services
- Communicate daily between multiple functional areas to coordinate account setups, password resets, name changes, and other routine maintenance
- Perform minor hardware upgrades and repairs such as installing memory or batteries
- Maintain exceptional and professional customer service with all employees that interact with analyst, either in person or on the phone
Minimum Requirements of All Applicants:
Associates or technical degree preferred but not required.
Experience in lieu of degree in applicable, relatable field may be considered.
Proven work history in the following is preferred:
- Minimum 1 year of experience in a Help Desk and/or Customer Service role
- Leadership with diverse teams of employees
- Experience in coaching, communication, facilitation, and conflict resolution
- Proven ability in motivating, developing, and influencing people as they work
Essential Knowledge Skills and Abilities: ** Critical features of this job are described below; however, they may be subject to change at any time.
- Ability to work in a physical environment for 90% of the work week
- Knowledge of Microsoft Operating Systems (macOS and ChromeOS a plus)
- Experience with troubleshooting commonly used commercial applications (Microsoft Office 365, Teams, Citrix Workspace, Cisco AnyConnect, etc)
- Basic understanding of LAN/WAN Network Architecture and Network Protocols
- Understanding and experience with PC Hardware repairs and troubleshooting
- Good project management skills and the ability to organize work in an efficient manner
- Ability to read, analyze, and interpret written material, respond appropriately to feedback, to make improvements. Ability to write reports, business correspondence, and knowledge base articles.
- Ability to effectively present information in one-on-one and small group situations. Possess ability to properly respond to questions from groups of managers, clients, customers, and other employees of the organization.
- Ability to effectively communicate with others using both verbal and written means.
- Ability to complete and understand complex analysis of numbers, troubleshoot, and solve problems. Must be able to apply basic mathematical concepts, formulas, and equations.
- Knowledge of business communication, office procedures and methods. Skill to use a personal computer and various software packages such as Microsoft Office 365. Ability to work independently as well in project teams.
- Must be able to listen and verbally communicate for hours at a time, use equipment such as but not limited to headsets, telephones, computer, and other office equipment as needed.
- Share in a rotating “on-call” schedule during off hours.
- Must be mobile and accessible, whether sitting or standing in the call center or office for long periods of time
**Reasonable accommodations may be made to enable persons with disabilities, under the ADA, to perform essential job functions.