MUST HAVE: IT experience
Position Summary:
The Level 1 Service Desk Support Analyst will provide customer service and support the end users with any technical issues they may experience. You will be assisting clients with internal issues. The ideal candidate must be comfortable working with a variety of operating systems, software applications, and network technologies, as well as experience documenting issues via a ticketing system. (Preferably Salesforce or Cherwell)
Responsibilities Include:
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Exemplary Customer Service skills- Interpersonal skills: such as telephony skills, communication skills, active listening and customer-care
- Identify, resolve and/or escalate issues as appropriate
- Identify and replicate problems and suggest viable solutions
- Resolve support calls, tickets, and emails in an efficient and professional manner
- Accurately record support incidents and resolutions with ticketing system
- Knowledge and understanding of Windows 7 and Windows 10
- Working knowledge of Microsoft Office (Excel, Word, PowerPoint, Outlook)
- Knowledge of iPhones, iPad and Android devices and AirWatch
- Basic Knowledge of using a VOIP system
- Ability to work in a team and communicate effectively
- Knowledge and understanding of Wireless, Ethernet, Basic networking skills
- Ability to multitask by answering calls, documenting via ticketing systems and using remote tools, at the same time.
Qualifications Include:
- Excellent verbal and written communication skills
- Have a passion for problem solving
- Positive attitude and eager to learn
- Able to work in a fast pace environment
- Able to juggle between calls, tickets and adapt to changes quickly (multi-task)
- Be very comfortable learning, using, and explaining the services
- Be very organized and have an attention to detail
- Experience with Windows OS (XP, Vista, 7, 8, and 10)
- Experience with AD, Citrix and Cisco VPN are a plus
- A+ and Network+ Certs are a plus
- Self-motivated with the ability to work in a fast moving environment
- Preferably HDI certified, but not required
- Must have experience in the IT field (2 years or more)
Please submit Resume, Salary History and Requirements, when replying for this position.
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