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Help Desk Analyst (163 views)

GA (Hybrid, Locals Only)
August 22, 2022

*****Direct Client Requirement*****

Title                                    : Help Desk Analyst

Location                             : Atlanta, GA (Hybrid, Locals Only)

Rate                                    : DOE /If your experience and skills match call us immediately for submission

Duration                             : 6 Months

Interview Type                  : Web Cam or In Person

Job Type                           : C2C,C2H,W2

Experience                        : 2Years

Job Description               :

  • Under general supervision, assists customers with tier one issues or forwards to second tier support for issues beyond their subject matter expertise.

Job Summary:

  • Under general supervision, assists customers with tier one issues or forwards to second tier support for issues beyond their subject matter expertise.
  • Works and communicates with state employees, internal customers, and/or external customers to provide information and services targeted to meet customer expectations.

Detailed Overview:

  • At CJCC, the Help Desk Technician is the first line of interaction with our client’s end-users.
  • They will be able to diagnose and resolve technology related issues via phone, email, chat, or walk ins in a timely.
  • They must have the ability to remain calm under pressure and show empathy towards their clients.
  • They will either attempt to resolve common end-user issues or assign and escalate the ticket to the appropriate team.
  • This role allows you to learn about various processes and systems within Information Technology.

Essential Duties and Responsibilities:

  • Demonstrated experience with Service Desk application for managing IT requests
  • Demonstrated ability to support and troubleshoot laptops, desktops, IP Phone, cell phones and various applications
  • Serve as the first point of contact for end-users seeking technical support via phone, email, and/or chat channels. Ticket concerns will be IT in nature and related to systems, software, or hardware.
  • Monitor and respond quickly and effectively to requests received through the Helpdesk ticket board and escalate unresolved issues to the next level of support.
  • Perform basic remote or in person troubleshooting by walking customers through problem-solving processes and probing questions.
  • Utilize excellent customer service skills to build rapport with end-users and maintain positive client communication.
  • Ability to correctly assess a situation, come up with a logical resolution and seek assistance if required.
  • Must be able to multi-task in a Microsoft Windows environment and utilize multiple programs for troubleshooting
  • Must be a flexible, independent, self-motivated problem solver who enjoys working in a fast-paced environment
  • MS Office and Microsoft 365 troubleshooting experience
  • VPN remote access configuration & troubleshooting experience
  • Demonstrated experience troubleshooting infrastructure and network related issues
  • Coordinate directly with business owners, development team, 3rd party vendors and supporting organizations to best understand and analyze business specifications
  • Responsible for maintaining Active Directory accounts (activating, de-activating, creating, and managing AD user groups and security levels
  • Familiar with SharePoint, Teams, and OneDrive.
  • Have a basic knowledge in Azure.
  • Excellent customer service skills and the ability to communicate effectively in oral and written form with technical and non-technical clients
  • Ability to work independently with staff on process and simple software solutions.

Qualifications:

  • Associate’s degree in a related field from an accredited college or university
  • OR Two years of experience at the lower-level Help Desk Analyst 1 or position equivalent.

Note:

  • An equivalent combination of education and job specific experience that provided the knowledge, experience and competencies required to successfully perform the job at the level listed may be substituted on a year-over-year basis.

Required / Desired Skills

  • Associate degree in a related field from an accredited college or university, or two years of experience at the lower-level Help Desk Analyst 1
    Required
  • Experience maintaining Active Directory accounts (activating, de-activating, creating, and managing AD user groups and security levels
    Required 2 Years
  • VPN remote access configuration & troubleshooting experience
    Required 2 Years
  • MS Office and Microsoft 365 troubleshooting experience
    Required 2 Years
  • Experienced performing basic remote or in person troubleshooting by walking customers through problem-solving processes and probing questions.
    Required 2 Years
  • Experience with Service Desk application for managing IT requests
    Required 2 Years
  • Experience supporting and troubleshooting laptops, desktops, IP Phone, cell phones and various applications
    Required 2 Years

******Referral Bonus Available: Refer your friends or colleagues, get referral bonus******

Thanks  

Praveen  

resumes@sohanit.com/c2cresumes@sohanit.com 

PH: 470-410-8538 EX 115 

Apply here or please send to resumes@sohanit.com  

Follow us on LinkedIn and Twitter for daily active requirements  

LinkedIn: https://www.linkedin.com/company/sohanit-inc/?viewAsMember=true  

Twitter: https://twitter.com/SohanITInc1 

Position Keywords: MS Office, MS Windows, MS Share Point, Azure, Active Directory, Microsoft 365, Teams, OneDrive

Pay Rate: DOE /If your experience and skills match call us immediately for submission

Job Duration: 6 Months

% Travel Required: None

Job Posted by: Consulting Services

Job ID: 2022-4594

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