Ref ID: 00460-0011778092
Classification: Help Desk Analyst II
Compensation: $23.75 to $27.50 hourly
Looking for a new opportunity? You should apply for this Help Desk Analyst position with a growing company in the Retail field! The ideal candidate for this position is a self-confident, motivated person with a strong work ethic and excellent communication skills who enjoys a fast-paced, team-driven environment. We’re looking for a Service Desk Analyst who can represent the Service Desk by liaising with 2nd and 3rd level teams to help transition new and changing services. You might end up creating knowledge articles and arranging training for other Service Desk Analysts when needed. We need you to handle complex end-user support issues and provide support to team members by focusing and restoring service to the end users. You should also know how your role as the Help Desk Analyst relates to IT projects and IT Service Management initiatives. Understanding Incident, Problem, Change Management and other processes is also important. This position absolutely must understand how these processes work together to provide superior support and high availability of our business. There might also be times when you need to cover alternative shifts.
Responsibilities
– Meet and exceed SLA standards: Close tickets in a timely manner, while upholding customer service standards
– Maintain hardware and peripherals: Responsible for upgrading and replacing computer parts; handle documentation and asset inventory
– Provide guidance to Tier 1 support and team members
– The most important thing about this job is to facilitate user account management. This includes handling onboarding, change and departure processes
– Understand and utilize ITIL processes (Incident, Problem, Change, etc.) and how they are used in a corporate environment
– Troubleshoot end user issues: Provide root-cause analysis on various web and mobile applications; handle escalated tickets relating to server/network related issues
– Understand concepts related to networks, servers, PCs, databases, proprietary systems, etc.
Job Requirements:
– One or more programming or scripting language skills required
– 3+ years of experience supporting desktop/server operating systems and technologies such as Active Directory, DNS, Exchange and VMware
– Knowledge of MS Windows 10
– Comprehensive knowledge of MS Windows 7 in an Active Directory environment
– Deep understanding of POS (point of sale)
– Excellent oral and written communications skills
– Complex problem solving skills are a must. Candidate must be able to analyze complex business problems, propose effective solutions and understand and apply business vision and direction
– Applicants with a combination of superior customer service skills and technical aptitude will be preferred
– Ability to simplify complex problems and build solutions
– Applicants with technical skills to serve as escalation point for handling incidents and service requests related to application, operating system and other service related problems will be preferred
– If you have ITIL certification, you are strongly encouraged to apply
– Can work independently with minimal supervision
– Ability to handle multiple tasks to prioritize needs and expedite tasks upon request
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