Help Desk Analyst

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Los Angeles, CA, USA

Hours - Flexible

Full Time

About the Role

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

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