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