IT Help Desk Support Analyst

The Day-to-Day:
 
•       Serves as a technical expert using independent judgment and discretion within approved processes when providing technical assistance and support to customers and lower level analyst.
•       Cross-trained to support Deployment, ECARE, and RTO programs which includes troubleshooting, vendor follow up, coordination with Service Desk
•       Availability and willingness to serve in a schedule rotation that provides night and weekend support.
•       Identify root cause issues and defect with Tier 1 applications. Then share those findings with Business Partners to address and resolve application defects. 
•       Analyze customer workflow and/or processes flows issues and help to facilitate operational support for their business.  
•       Translate customer requests into appropriate specifications incidents. Understand and appreciate customers’ business functions and time while driving results on incident resolution.
•       Maintain increasing technical knowledge of the assigned application.  Provide technical knowledge in the support of programming languages and applications in various system environments. 
•       Demonstrate and apply information systems, theory, processes and technology to all work.
•       Contact vendors regarding service issues to receive support information or assistance as instructed by the Team Leader.
•       Work collaboratively with Reporting and Problem Management teams on reporting needs and problem management systems.
•       Provide effective customer service by being courteous, polite and friendly at all times.  Acknowledge customers timely in order to determine their need and help the customer resolve the issue or request.  Participate in departmental programs that promote and deliver exceptional customer service.?
 
•       Prefer Computer Science degree or equivalent years of experience
•       At least 1 years customer service experience
•       At least 1 years of Help Desk experience preferred
•       A+ Certification or equivalent experience preferred
•       Network+ Certification or equivalent experience preferred
•       Strong technical skill set of understanding computer concepts such as operating system commands and scripts (i.e., UNIX, NT, PC Fundamentals, OS2, etc.)
•       Strong business knowledge to problem solve and provide leadership to less experienced team members
•       Excellent written and oral communication skills
•       Strong organizational and multitasking skill