Overview:
Help Desk Analyst
6-month contract
100% Remote (must be able to support PST time zone)
Job ID 2023-8158
Solugenix is assisting a client, a leading financial services company, in their search for a
Help Desk Analyst. This is a 6-months contract opportunity with 100% Remote.
Required Skills:
Android, Architecture, Cisco, Customer service, Customer service training
Additional skills:
Desktop architecture, Etiquette, Excellent customer service skills, Help desk, Information security, Internet explorer, IOS, ITIL, Magic, MS office, Perm, Problem resolution, Problem-solving, Rightfax, Service desk, Telephone, Training, Trouble tickets, Typing, VOIP, VPN, Windows 10, Windows 7, Windows 8, Application support, Customer service oriented, Documenting, First line, Microsoft internet explorer, Microsoft Office, Microsoft windows, Mobile devices, Retail sales
Qualifications:
- A two-year technical degree or equivalent work-related experience is required.
- 2-4 years of previous experience working in a help desk or service desk environment.
- Excellent customer service skills.
- Good communication, problem-solving skills, and telephone etiquette.
- Ability to use Service Desk standards and follow guidelines, as well as help others interpret policy.
- MAGIC Training or previous customer service training is desired.
- Desktop experience:MS Office 2016 Professional Products, Windows 7, Windows 8, Windows 10.
- Internet Explorer 9, 10, 11., and other Browser experience Familiar with Cisco VPN, Service Now, Cisco VoIP and Soft Phone a plus Hardware support, HP/Kodak/Canon Printer, Scanners, and Rightfax.
- Mobile device support. IOS, Android.
- Minimum typing 40WPM.
- A+ certification preferred.
- Microsoft, HDI, KCS, and/or ITIL certifications are a plus.
Responsibilities:
- This position is the critical first line of support for our customers - primarily internal customers. You will be providing timely support for PC/Laptop, hardware, peripherals, mobile devices, and software/applications [including some of which are proprietary; hosted on-prem, and/or cloud based], by responding to and diagnosing problems via phone, self-service, and chat. It may be necessary to escalate to network services, information security, desktop architecture, or other next-level teams. We are a Knowledge-Center-Service organization.
- Your track record in KCS UFFA initial problem recognition, and quick determination of appropriate resolution or escalation while ensuring an excellent customer service experience supports your success on our team. Joining our dynamic, fast-paced work environment is an excellent career step for you. Client offers competitive benefits both personal and professional.
Your accountabilities will include:
- Support customer inbound requests through phone, self-service, and other channels as developed by Service Desk.
- Provide accurate and creative solutions to customer problems to ensure quick restoration of customer productivity. If the issue cannot be resolved within a certain timeframe, proper escalation is crucial.
- Acquire and maintain current knowledge of relevant environments (software and hardware) and support policies to provide accurate solutions to customers.
- Assist in the development and maintaining of problem-resolution knowledgebase.
- Available to do Hours support weeknights and weekends.
- Assist in maintaining Help Desk e-mail, by reading, opening/documenting information into tracking tickets, and escalating to the proper person or department.
- Provide user administration and application support for supported applications Escalate User rights issues and employee setup issues to application Administrators Document all calls in the ticketing program.
Pay Range for CA, CO, NJ, NY, WA: $24.00/hour to $25.00/hour. Starting rate of pay offered may vary depending on factors including but not limited to, position offered, location, education, training and/or experience.
About the Client:
Our client is one of the world's leading financial services companies based out of Santa Ana, CA.
About Solugenix
Solugenix is an information technology services company known for its deep experience and knowledge in providing comprehensive technology services, solutions, and talent support for companies around the world. The company offers a variety of cutting edge and talent support solutions to promote growth and cutting-edge advancement to our esteemed clients and candidates. We provide these talent support solutions on a contract, contract-to-hire, and direct hire basis. We also have additional resources from our staffing partners to ensure the right match and expertise for the best result.
For over 50 years, global and local brands have trusted Solugenix as an added resource and partner in taking steps to ensure their immediate and future success. In addition to generating ground-breaking, industry-defining solutions, Solugenix has been delivering the talent and support needed to make it happen. We are dedicated to partnering with clients and candidates whose core values also foster a culture of professionalism, teamwork, and integrity.
