Analyst, Help Desk, Associate
About The Position
Provides computer support to end-users for PC, server or mainframe applications, hardware, telecom and telephony services by responding to and diagnosing problems through discussion with users. Includes problem recognition, research, isolation, resolution and follow-up steps. Escalates problems to next level as appropriate and may follow-up to obtain final resolution to close ticket. May interact with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problem. Simulates, recreates or remotely accesses users’ systems to identify user problems to resolve operating difficulties.
Requirements
- Two year technical degree or equivalent combination of education and experience
- Typically has a minimum of 1 year directly related experience within a customer service or service desk/technical support environment.
- Aptitude for providing excellent customer service.
- Good communication, problem solving skills and telephone etiquette.
- Ability to use Service Desk standards and follow guidelines.
- General knowledge of network, desktop, mainframe (terminal access), telephony and VOIP (voice over internet protocol technologies.
Responsibilities
- Answers first level calls to Service Desk.
- Provides first level assistance for defined problems and escalates tickets as necessary.
- Tracks calls and documents problems into call tracking software.
- Consults knowledge database to optimize resolutions and follows through on resolution with callers.
- Acquire current knowledge of relevant products (software and hardware) and support policies in order to provide accurate solutions to customers.
- Assists in maintaining Service Desk e-mail and web portal(s) by reading, opening/documenting information into tracking tickets and escalating to proper person or department.
- May perform additional duties relating to specific BUIT applications as assigned
- Required to perform duties outside of normal work hours based on business needs.
- Other duties as assigned
Benefits
- Based on eligibility, First American offers a comprehensive benefits package including medical, dental, vision, 401k, PTO/paid sick leave and other great benefits like an employee stock purchase plan.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
Associate degree
