PDS is an Information Technology (IT) infrastructure company. We architect, supply, implement, and manage the infrastructure of our clients so that they can focus on their core competencies.
As a Help Desk analyst you represent the organization on the frontlines. You will be responsible for providing exceptional technical support to our client’s end users and IT personnel. Every interaction with a client is an opportunity for PDS to shine. In this exciting position you will leverage your critical thinking and problem solving skills while operating in a position that provides growth opportunities and expands the boundaries of what the Service Desks role is.
The PDS Support Services department is responsible for all aspects of Service Delivery to PDS clients. This operationally focused department includes our Service Desk, Managed Services, NOC, Field Support, and System Engineering teams.
Essential Job Responsibilities:
- Provide superior customer service over the phone to PDS clients, field personnel, and internal departments.
- Professionally triage and respond to inbound client interactions
- Develops and maintains knowledge of legacy, existing, and new PC hardware and software technology.
- Develops and maintains knowledge of legacy, existing, and new support processes.
- Provides friendly courteous, and quality level-one hardware and software support
- Remotely troubleshoot networking, server, and end user desktop incidents
- Manage escalations from clients and other PDS teams to timely resolution.
- Be responsible for tracking and monitoring open problems to insure service level standards are met.
- Escalate issues to the appropriate teams as needed
- Provide feedback to appropriate members of the PDS management team regarding potential tool and / or process enhancements.
- Stay abreast of changes and maintain appropriate skills and certifications in your area of specialization.
- Participate in regular staff meetings and communicate relevant information.
- Be an active participant in the incident management and service request processes.
- Provide complete and thorough documentation for all support calls
Required Qualifications:
Education:
- An Associate’s Degree in an applied technology area such as Information Systems or Computer Science is preferred but not required. Equivalent training and experience may be substituted and considered
Job Related Experience:
- Two-four years customer service experience in a call center environment.
- Ability to troubleshoot PC hardware/software and printer problems.
- Innovative, team-oriented problem solver.
- Excellent interpersonal, negotiation and communication (verbal and written) skills.
- Excellent organizational, time management and follow through skills.
- Ability to work effectively in a fast paced environment
- Ability to sustain a high level of productivity
- Ability to manage multiple competing priorities.
Additional Skills/Knowledge:
- Experience working with Microsoft Office
- Mobile Device Operation Systems (Android, iOS, Windows Phone)
- Experience troubleshooting Microsoft Desktop Operating Systems
- Experience troubleshooting Microsoft Server OS
- Experience troubleshooting Linux OS
- Experience with server and or desktop virtualization
- Experience with networked storage
- Experience with enterprise data backup solutions
- Experience troubleshooting MacOS computers
- Knowledge of networking fundamentals
Preferred Qualifications:
- Two-four years tech support and experience in a Microsoft environment
- Server or Network Administration experience
- CompTia A+
- CompTia Server+
- CompTia Network+
- HDI Customer Help Desk Analyst certification
- MTA
- MCDST
- CCENT
- Microsoft Office Specialist certifications
Physical Requirements:
- Ability to sit in an office chair for long periods of times while using multiple computer monitors.
- Ability to type at least 25 words a minute
PDS is an affirmative action, equal opportunity employer.
