Help Desk Analyst

4 weeks ago

india Endurance IT Services Full time
Job Description
                                            Help Desk Analyst - Norfolk, VA (Onsite)

Description  

 

The Help Desk Analyst will provide technical assistance to computer system users on a variety of issues. Identifies, researches, and resolves technical problems. Responds to telephone calls, email and personnel requests for technical support. Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution. Keep records of customer interactions, process customer accounts and file documents. Follow communication procedures, guidelines, and policies. Documents, tracks, and monitors the problem to ensure a timely resolution. Has knowledge of commonly used concepts, practices, and procedures within a particular field. Answer questions or resolve computer problems for clients in person, via telephone or from a remote location.

 

Responsibilities  

 

·       Maintains detailed knowledge of desktop and laptop personal computers and peripheral equipment.

·      Fields incoming help requests from end users via both telephone and e-mail in a courteous manner.

·      Triage incoming phone calls and helpdesk tickets and escalates to technical analyst as needed.

·      Documents all pertinent end user identification information, including name, department, contact information, and nature of problem or issue.

·       Uses remote access tools to troubleshoot and fix computer system problems remotely.

·      Builds rapport and elicits problem details from help desk customers. 

·     Prioritize and schedule problems. Escalate problems (when required) to the appropriately experienced technician. 

·     Works with Security and Technical Services teams to provide a robust and secure environment.

·     Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution. 

·     Applies diagnostic utilities to aid in troubleshooting.

·    Utilizes group policy to manage computer settings and limitations.

·     Accesses software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution. 

·     Identifies and learns appropriate software and hardware used and supported by the organization. 

·     Performs hands-on fixes at the desktop level as needed, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications. 

·     Performs preventative maintenance, including checking and cleaning of workstations, printers, and peripherals.

·     Performs backup and recovery procedures as a safeguard measure.

·     Performs post-resolution follow-ups to help requests. 

·     Performs other duties as assigned by leadership.

·     Provides on-call support as necessary.

 

Position Requirements  

Knowledge & Experience:  

·         Experience in help desk and direct customer assistance environments.

·         Demonstrated knowledge of desktop and endpoint (tablet, iPhone, iPad etc.) systems installation, administration, performance monitoring, and troubleshooting, and the theories, concepts, principles, models, methods, and tools associated with each.

·         Basic knowledge of Microsoft Windows based server environments and services (i.e., Active Directory, DHCP, DNS)

·         Extensive demonstrated knowledge of desktop and endpoint (tablet, iPhone, iPad etc.) systems installation, administration, performance monitoring, and troubleshooting, and the theories, concepts, principles, models, methods, and tools associated with each.

·         Basic knowledge of Microsoft Windows based server environments and services (i.e., Active Directory, DHCP, DNS)

·         Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills. 

·         Demonstrated ability to communicate complex technical matters, both verbally and in writing, to end users who have varied levels of understanding of subject matters.

·         Demonstrated ability to handle multiple competing tasks and work both independently and as a team member.

·         Demonstrated ability to generate and adapt equipment and technology to serve user requirements.

·         Experience using imaging software to image PCs

·         Highly self-motivated and directed. 

·         Experience using imaging software to image PCs

·         Exceptional written and oral communication skills.

·         Ability to perform research, analyze results, draft requirements, and formulate technology solutions.

·         Demonstrated ability to communicate complex technical matters, both verbally and in writing, to end users who have varied levels of understanding of subject matters.

·         Experience diagnosing, troubleshooting, and resolving hardware, software, and other network and system problems, and replacing defective components, as required.

 

Preferred Qualifications:

·         Bachelor of Science degree from an accredited institution in Computer Science or discipline related to the knowledge skills and abilities; or equivalent combination of education and experience that meets the minimum qualifications, as outlined. 

·         Experience in the coordination and delivery of computing services and technology in an academic environment. 

·         Microsoft or Apple related certifications for end user systems.

·         2+ years of helpdesk experience.

 

 

Optional Requirements  

Knowledge & Experience  Certification

·      CompTIA A+

·      CompTIA Network +

·      Knowledge of basic networking protocols (DNS, DHCP, TCP/IP etc....)

·      Knowledge of Papercut printing software.


Requirements
Experience Required: 3 or more years of business development experience selling to senior business and IT stakeholders Experience Required: Demonstrated achievement in sales in the IT industry. Proven successful experience selling cloud, service desk, network operations services, information technology solutions and/or other recurring revenue. Proven, successful experience selling project based, professional services with an information technology focus Strong understanding of how enterprises and business functions utilize services offerings from vendors to drive improved efficiency, financial results and employee engagement Demonstrated ability to handle objections and drive best new practice ideas to impact their business Understanding of client’s needs and IT pain points and the ability to translate them into sales opportunities that create true business value Inherent ability to influence others regarding complex topics – hunter mentality and self-starter Socially comfortable speaking with strangers across a broad range of business and information technology topics The ability to handle pressure, meet deadlines, and be accountable for results Excellent verbal and written communication skills, including facilitation of group presentations Bachelor's degree or equivalent work experience

  • Help Desk Analyst

    5 days ago

    India Endurance IT Services Full time

    Job Description Help Desk Analyst - Norfolk, VA (Onsite) Description The Help Desk Analyst will provide technical assistance to computer system users on a variety of issues. Identifies, researches, and resolves technical problems. Responds to telephone calls, email and personnel requests for technical support. Handle customer complaints, provide...

  • Quality vendor help desk

    1 month ago

    india JSW Full time

    To ensure effective management and smooth operations of the Vendor Support Help Desk, providing high-quality service to vendors while driving process improvements and maintaining compliance with company standards. Key Result Areas Operational Excellence: Lead the Vendor Support Help Desk team to ensure efficient response to vendor inquiries and resolve...

  • Help Desk Support Specialist

    6 days ago

    India Endurance IT Services Full time

    Job Description IT Operations Analyst – Chesapeake, VA (hybrid on/off site) This candidate will be responsible for analyzing and driving activities and efforts for a timely completion on the help Desk team. The resource will handle anything from small, short-term efforts to large scale migrations and deployments. Experience:-1 to 3 years of IT Help desk...

  • Service Desk/ Help Desk Associate

    2 months ago

    India CIEL HR Full time

    Job Summary Service Desk/ Help Desk Associate Exp - 1 + years Location - Bangalore / Noida Notice Period - Immediate to 15 days Helpdesk Associate at Grade-4 position in Service Desk Must be a Graduate. Good communication skills with 6+ months of international calling experience Good comprehension & writing skills Must possess excellent customer...

  • Help Desk Lead

    3 weeks ago

    india Marlabs LLC Full time

    Description: Organization Marlabs is a digital innovation company helping enterprises innovate & capture digital opportunities to enable swifter solutions. Our focus is to help each of our clients find and capture their unique opportunities and empower them with digital technologies so that they can run a purposeful business. Visit and know more...

  • Help Desk Lead

    1 month ago

    india Marlabs LLC Full time

    Description: Organization Marlabs is a digital innovation company helping enterprises innovate & capture digital opportunities to enable swifter solutions. Our focus is to help each of our clients find and capture their unique opportunities and empower them with digital technologies so that they can run a purposeful business. Visit and know more...

  • Service Desk/ Help Desk Associate

    5 days ago

    India CIEL HR Full time

    Job SummaryService Desk/ Help Desk Associate Exp - 1 + yearsLocation - Bangalore / NoidaNotice Period - Immediate to 15 daysHelpdesk Associate at Grade-4 position in Service DeskMust be a Graduate.Good communication skills with 6+ months of international calling experienceGood comprehension & writing skillsMust possess excellent customer handling...

  • Product Analyst

    6 days ago

    India Flexi Analyst Full time

    Company DescriptionFlexi Analyst helps businesses build community through the power of Analyst.Role DescriptionThis is a full-time remote role for a Product Analyst at Flexi Analyst. The Product Analyst will be responsible for daily tasks related to product management, data analytics, and business analysis. They will collaborate with cross-functional teams...

  • Help Desk Support Specialist

    4 weeks ago

    india Endurance IT Services Full time

    Job Description IT Operations Analyst – Chesapeake, VA (hybrid on/off site)  This candidate will be responsible for analyzing and driving activities and efforts for a timely completion on the help Desk team. The resource will handle anything from small, short-term efforts to large scale migrations and deployments. Experience: -1 to 3 years of IT Help...

  • Help Desk Support Specialist

    3 weeks ago

    india Endurance IT Services Full time

    Job Description IT Operations Analyst – Chesapeake, VA (hybrid on/off site)  This candidate will be responsible for analyzing and driving activities and efforts for a timely completion on the help Desk team. The resource will handle anything from small, short-term efforts to large scale migrations and deployments. Experience: -1 to 3 years of IT Help...

  • Help Desk Coordinator

    1 month ago

    india Soffit Infrastructure Services (P) Ltd Full time

    Job Summary: The Service Desk Coordinator is responsible for overseeing and coordinating the day-to-day activities of the IT service desk or help desk team. They play a key role in ensuring that customer issues and technical support requests are addressed promptly and efficiently. Main Responsibilities: Team Supervision : Manage a team of service desk...

  • Product Analyst

    7 days ago

    India Flexi Analyst Full time

    Company DescriptionFlexi Analyst helps businesses build community through the power of Analyst.Role DescriptionThis is a full-time remote role for a Product Analyst at Flexi Analyst. The Product Analyst will be responsible for daily tasks related to product management, data analytics, and business analysis. They will collaborate with cross-functional teams...

  • Product Analyst

    7 days ago

    india Flexi Analyst Full time

    Company Description Flexi Analyst helps businesses build community through the power of Analyst. Role Description This is a full-time remote role for a Product Analyst at Flexi Analyst. The Product Analyst will be responsible for daily tasks related to product management, data analytics, and business analysis. They will collaborate with cross-functional...

  • Help Desk Technician

    2 months ago

    india POWER BRIDGE SYSTEMS PRIVATE LIMITED Full time

    Job Description We are looking for a Help Desk Technician to become a part of our team. As a Help Desk Technician, you will be responsible for providing exceptional customer service and technical support to our clients. The ideal candidate should possess basic IT knowledge, excellent communication skills, problem-solving skills, and...

  • Help Desk Agent

    2 months ago

    india Atelier Lumikha Full time

    Hello, Thanks for connecting. My Company, Atelier Lumikha, serves up smart, streamlined back-office work that leverages offshore talent and proven technology. We do the work: simple or complex, so you’re covered.  During the last decade, we’ve refined an approach to selective hiring and incremental improvement to build a culture of quality performance...

  • Help Desk

    6 days ago

    India Tri-Force Consulting Services, Inc. Full time

    Job Description Title: Help Desk Duration: 5 Years Location: Brooklyn, New York. Note: Onsite Role. Job Description: Helpdesk Manager shall have a minimum of three (3) years of professional or technical experience in IT with a strong background in all aspects of customer service.The Help Desk Manager shall be responsible for maintaining control over the work...

  • Help Desk Technician

    6 days ago

    India POWER BRIDGE SYSTEMS PRIVATE LIMITED Full time

    Job Description We are looking for a Help Desk Technician to become a part of our team. As a Help Desk Technician, you will be responsible for providing exceptional customer service and technical support to our clients. The ideal candidate should possess basic IT knowledge, excellent communication skills, problem-solving skills, and...

  • Help Desk

    7 days ago

    india Tri-Force Consulting Services, Inc. Full time

    Job Description Title: Help Desk Duration: 5 Years Location: Brooklyn, New York. Note: Onsite Role. Job Description: Helpdesk Manager shall have a minimum of three (3) years of professional or technical experience in IT with a strong background in all aspects of customer service.The Help Desk Manager shall be responsible for maintaining control over the...

  • Help Desk Associate

    6 days ago

    India Total AI Systems Inc. Full time

    Total AI Systems Inc is a multi-national company with offices in the United States and India. We design and build world-class software products which we then bring to the market. We are seeking a dedicated and customer-focused Help Desk Associate to work remotely to provide technical support to our customers. The ideal candidate will possess strong...

  • Help Desk Associate

    4 weeks ago

    india Total AI Systems Inc. Full time

    Total AI Systems Inc is a multi-national company with offices in the United States and India. We design and build world-class software products which we then bring to the market. We are seeking a dedicated and customer-focused Help Desk Associate to work remotely to provide technical support to our customers. The ideal candidate will possess strong...