Helpdesk Analyst - hybrid

**This position is hybrid - 3 days a week onsite; 2 days work from home!**

Our client in the Independence, OH area is looking for a Helpdesk Analyst. This is a direct hire position.

In this role, you will provide first level technical support to our client's employees for issues experienced using their information systems and desktop computers. The Help Desk Technician is expected to communicate the status of assignments to management and end users on a regular basis.

JOB DETAILS:

• Fields incoming help requests from end users via telephone and email in a timely and effective manner.


• Documents all pertinent end user identification information, including name, department, contact information, and the nature of problem into the Help Desk tracking system.


• Reviews documented resolutions, analyzes trends, and recommends ways to prevent future problems.


• Communicates trending problems to department management to facilitate development of longer-term corrective action plans.


• Tests fixes to ensure the problem has been adequately resolved.


• Performs post-resolution follow-ups to end users.


• Prioritizes and schedules completion of customer service requests.


• Escalates problems (when required) to the appropriately experienced technicians within the department once the pertinent background information on the problem has been adequately documented in the Help Desk tracking system.


• Records, tracks, and documents the Help Desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution in Help Desk tracking system.


• Applies diagnostic utilities to aid in troubleshooting as required.


• Accesses software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet, to aid in problem resolutions.


• Identifies and learns appropriate software and hardware used and supported by the organization.

QUALIFICATIONS:

• Associate's degree in computer information systems or related field; or 3-5 years equivalent work experience and or an equivalent combination of education

• Strong phone support experience - previously corporate experience


• Strong experience with computer hardware, including Intel or AMD based desktop computer platforms.


• Experience with Microsoft desktop and web administrator consoles operating systems and Microsoft based desktop applications.


• Strong working knowledge of a range of desktop diagnostic and troubleshooting utilities and practices.


• Good understanding of the organization's goals and objectives.


• Strong written and oral communication skills.

If qualified and interested, please submit a resume using the link below.

Beacon Hill is an equal opportunity employer and individuals with disabilities and/or protected veterans are encouraged to apply.

California residents: Qualified applications with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act.

If you would like to complete our voluntary self-identification form, please or copy and paste the following link into an open window in your browser: ;/p>

Completion of this form is voluntary and will not affect your opportunity for employment, or the terms or conditions of your employment. This form will be used for reporting purposes only and will be kept separate from all other records.

Company Profile:

Beacon Hill Technologies, a premier National Information Technology Staffing Group, provides world class technology talent across all industries utilizing a complete suite of staffing services. Beacon Hill Technologies' dedicated team of recruiting and staffing experts consistently delivers quality IT professionals to solve our customers' technical and business needs.

Beacon Hill Technologies covers a broad spectrum of IT positions, including Project Management and Business Analysis, Programming/Development, Database, Infrastructure, Quality Assurance, Production/Support and ERP roles.

Learn more about Beacon Hill and our specialty divisions, Beacon Hill Associates, Beacon Hill Financial, Beacon Hill HR, Beacon Hill Legal, Beacon Hill Life Sciences and Beacon Hill Technologies by visiting .

Benefits Information:

Beacon Hill offers a robust benefit package including, but not limited to, medical, dental, vision, and federal and state leave programs as required by applicable agency regulations to those that meet eligibility. Upon successfully being hired, details will be provided related to our benefit offerings.

We look forward to working with you.

Beacon Hill. Employing the Future