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IT Desktop Support Analyst
Job Number: 44949
IT Desktop Support Analyst
Job Description:
Our valued client in the area is hiring for an IT Desktop Support Analyst, who will be responsible for Tier I software and hardware support of medium to high complexity daily via telephone, email, instant message, remote control tool or onsite. Onsite support may include hardware or software installation, troubleshooting, or training.
Responsibilities:
Provide Tier I software and hardware support of medium to high complexity daily via telephone, email, instant message, remote control tool or onsite. Onsite support may include hardware or software installation, troubleshooting, or training.
Diagnose and resolve incidents using documented procedures and checklists in the performance of most responsibilities.
Enter all incoming incidents and requests into the ticket management system, documenting detailed and accurate troubleshooting steps and instructions, as well as properly notating tickets with all customer contact per GTS Standard.
Perform workarounds as appropriate if incident cannot be resolved and/or root cause unknown.
Perform basic account access request fulfillment or incident management.
Configure, troubleshoot, and resolve basic remote access issues.
Properly notate tickets with all customer contact per ITS Standard.
Perform new hire orientation related to PC set-up and use.
Function, somewhat independently, under general direction of more senior Service Center analysts, supervisors, or managers.
Education Requirements:
High School Diploma or GED and 2 years' experience in a Call Center/Help Desk /Service Desk environment using and/or supporting Windows, Macintosh, Linux, PDA/Smartphone/Handheld technology; or equivalent combination of education and experience
Desired Background/Skills:
Professional demeanor, strong customer relations skills
Proven analytical, troubleshooting, and problem-solving abilities
Basic understanding of IP networking concepts, troubleshooting and diagnostics
Basic knowledge of Active Directory
Basic understanding of web technologies and components
Intermediate knowledge of MS Windows, MS Outlook, Internet Explorer, and MS Office applications
Intermediate knowledge of LAN/WAN networking and remote access technologies
Ability to multi-task in a fast paced, constantly changing environment
Ability to work overtime, as needed
Ability to type a minimum of 35 wpm accurately. Must be a touch typist
Aptitude for understanding and troubleshooting technical problems
Ability to prioritize and perform a variety of concurrent tasks with minimal direction
Ability to deliver information effectively and clearly to a range of audiences
Ability to work well with others
Ability to lift to 50 pounds
Punctual, regular, and consistent attendance
Excellent written and verbal communications
Must be a team player and enjoy working in a customer service environment
Excellent organizational skills
Highly self-motivated and directed with a keen attention to detail
Qualifications:
Other Information:
Greene Resources is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.