Careers

The Help Desk Support Analyst will provide Tier I and II levels of support in a low-volume capacity responding to over 25 calls per day among a small team. This is an entry level position.

Responsibilities

• Provide Tier I and II levels of support for users
• Escalate priority support issues to senior staff and/ or corporate technology groups
• Collect and forward all relevant information prior to escalation to allow senior staff to operate efficiently.
• Maintain a positive working relationship with business lines and other departments
• Prioritize and schedule work as necessary to maintain department service level agreements
• Maintain and monitor department mailbox
• Update and maintain cases in a timely fashion
• PC hardware and software procurement
• Basic networking skills and troubleshooting
• Wireless and remote connectivity troubleshooting
• Works within a small or large systems team and contributes independently
• Understands roles and responsibilities within the team
• Working well with both internal and external group teams
• Enhances team productivity by helping others
• Provides technical supervision on small projects.
• Writes clear and concise technical documents.
• Adheres to department policies and procedures
• Has input to department policies and procedures
• Provide hardware and software support for senior executives
• Basic understanding of Virtual desktop / Remote Desktop
• Create and maintain training documentation when required.

Requirements

• Must be team orientated, have a strong service orientation, and possess strong oral and written communication skills.
• Ability to prioritize and multi-task effectively while working in a fast-paced environment
• Strong analytical and trouble-shooting skills
• 1 + year supporting users in a remote\help desk environment
• 2 + years PC\laptop experience
• 2 + years printer experience
• 2 + years support Windows 10/7 in a corporate environment
• 1 + years support MS Outlook
• 1+ years MS Office (365) support experience
• An A+ certification is a MUST – Employee can achieve A+ Certification up to 6 months after employment begins.
• Must be able to lift 50 pounds
• Must be able to get under desks, work in tight spaces.
• Must be ok with working in a Funeral Home