Help Desk Analyst I- Contractor

About the position

The Help Desk Support Analyst will provide support to the business as issues arise with the business systems in our production environment. This position acts as a liaison between end-users, developers, IT, consultants and other organizations in the maintenance, and testing of IT related devices. In this role you will perform break fix, troubleshooting software problem calls, managing/coordinating resolution of high priority issues, and other duties as assigned. You will keep the customer and/or their alternate if requested, informed about the status of the Service Ticket, you will be responsible for escalating issues in a timely manner as required to ensure customer satisfaction and the attainment of company SLA's.

Responsibilities

• Provide direct assistance to end users related to tickets entered in the IT ticketing system.
• Respond to requests for technical assistance in person, via phone, chat or email.
• Work with vendors on technical matters to prevent problems and optimize problem solving.
• Provides company wide support for all issues that arise within business systems. Leverage resources and people to solve issues as applicable.
• Document software support activities in our ticketing system thoroughly, accurately and in a timely manner.
• Other duties as assigned.

Requirements

• Entry level experience in the IT industry with a conceptual understanding of IT principles.
• Excellent communication, customer services and documentation skills.
• Ability to write moderately complex documents (may include emails, memos, procedures, presentations)
• Strong critical thinking skills and willingness to take initiative.

Nice-to-haves

• Microsoft 365 Certified.
• Modern Desktop Administrator Associate.
• Microsoft Certified Solutions Expert.
• Microsoft Certified IT Professional.