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**This position is hybrid – 3 days a week onsite; 2 days work from home!**
Our client in the Independence, OH area is looking for a Helpdesk Analyst. This is a direct hire position.
In this role, you will provide first level technical support to our client’s employees for issues experienced using their information systems and desktop computers. The Help Desk Technician is expected to communicate the status of assignments to management and end users on a regular basis.
JOB DETAILS:
- Fields incoming help requests from end users via telephone and email in a timely and effective manner.
- Documents all pertinent end user identification information, including name, department, contact information, and the nature of problem into the Help Desk tracking system.
- Reviews documented resolutions, analyzes trends, and recommends ways to prevent future problems.
- Communicates trending problems to department management to facilitate development of longer-term corrective action plans.
- Tests fixes to ensure the problem has been adequately resolved.
- Performs post-resolution follow-ups to end users.
- Prioritizes and schedules completion of customer service requests.
- Escalates problems (when required) to the appropriately experienced technicians within the department once the pertinent background information on the problem has been adequately documented in the Help Desk tracking system.
- Records, tracks, and documents the Help Desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution in Help Desk tracking system.
- Applies diagnostic utilities to aid in troubleshooting as required.
- Accesses software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet, to aid in problem resolutions.
- Identifies and learns appropriate software and hardware used and supported by the organization.
QUALIFICATIONS:
- Associate’s degree in computer information systems or related field; or 3-5 years equivalent work experience and or an equivalent combination of education
- Strong phone support experience – previously corporate experience
- Strong experience with computer hardware, including Intel or AMD based desktop computer platforms.
- Experience with Microsoft desktop and web administrator consoles operating systems and Microsoft based desktop applications.
- Strong working knowledge of a range of desktop diagnostic and troubleshooting utilities and practices.
- Good understanding of the organization’s goals and objectives.
- Strong written and oral communication skills.
If qualified and interested, please submit a resume using the link below.
T-HD-MN_1753209009