Helpdesk Analyst

Military, Veterans and Diverse Job Seekers • San Diego, California, United States • 6d ago

Must Have for this role:

Entry level; looking for someone with 2+ years of experience in IT space, including 1+ years of experience in technical support/ helpdesk.
Strong Communication Skills Written and Verbal to be able to stay focused on the conversation and manage calls for support.
Great Customer Service skills with attention to detail and ability to listen
Naturally inquisitive and want to learn and understand at deeper level
Proactive with information gathering.
Understand how to troubleshoot and when to escalate
Plus, if they have industry specific certifications like A Plus, HDI, Network Plus, CompTIA Plus

Service Desk Tier 1 Agent
Job Description:

First point of contact for the users who call our IT Service Desk
Answers incoming calls, emails, chats
Tracks all information in ticketing system
Uses KB tool along with expertise to resolve tier 1 incidents and requests in a timely fashion
Escalates unresolved problem/issues/requests to the proper tier 2 support team
Troubleshoot basic end user issues on various software applications, hardware, network and telecommunications systems and provide basic desktop support.
Follow standard Service Desk operating procedures; accurately log all Service Desk tickets using the defined tracking software.
Become familiar with helpdesk policies and services.
Become familiar with the Systems, Network, Core Applications and each team in the IT Department.
Other duties as assigned by the Service Desk Manager.

Qualifications:

2+ years of experience in IT space, including 1+ years of experience in technical support/ helpdesk.
Demonstrate a general knowledge of operating systems and application software to provide a high level support.
Friendly presence and helpful attitude; good interpersonal skills and ability to work well with others.
Ability to utilize the applications for Microsoft Office for support, reporting and documentation.
Excellent oral and written communication skills.
Ability to provide technical support over the phone; excellent phone skills, professional demeanor.
Excellent problem solving skills; ability to visualize a problem or situation and think abstractly to solve it.

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