Help Desk Analyst
iT Resource Solutions.net,inc
New York, United StatesFresher1h agovia LinkedIn
Job Title: Help Desk Analyst
About the Role
- Provide Level 1 support to clients.
- Offer customer-friendly assistance to clients experiencing difficulty using IT products and services.
- Troubleshoot, diagnose, and resolve or escalate Level 1 incidents.
- May install, configure, administer, support, and analyze network status monitoring tools.
Key Responsibilities
- Performing technical customer support to NYS clients via telephone, chat, and email.
- Provide Level 1 triage and resolutions such as password resets, account unlocks, and troubleshooting network connectivity issues.
- Performing call backs as required.
- Identifying and/or coordinating hardware and software requests and offering solutions for customer accounts.
- Acting as a subject matter expert (SME) across limited subject areas.
- Training and mentoring other service desk associates as needed.
Requirements & Tech Stack
- Microsoft Outlook 2010
- Windows 10
- Various web browsers
- Basic computer terminology
Qualifications
- High School Diploma/GED or equivalent experience.
- Ability to learn and become knowledgeable of customer products and services.
- Experience working on a help desk/service desk handling tickets preferred.
- Experience troubleshooting Desktop hardware and associated peripherals preferred.
- Proficiency in navigating accounts with multiple skill set requirements.
- Demonstrate effective soft skills, active listening skills, and ability to empathize with customer’s situation.
- Ability to eventually resolve more complex support ticket requests.
- Ability to provide support to new team members.
- Effectively manage length of calls/handle time.
- Ability to thrive in a fast-paced but fun work environment.
- Promote teamwork and call center success.
Must reside in the state of New York.
Remote with equipment provided.
24/7 support with 1st, 2nd, and 3rd shift schedules available.