Help Desk Analyst - Level 2 - call centre, active directory.
About The Position
VTekis Consulting LLC provides complete solutions for Staff Agumentation, Recruitment Process Outsourcing, Contract Hiring, Direct Hire and Outsourced Solutions. Our goal is to deliver quality professional services to our clients not just to find someone to do a job, we match the right professional for your staffing needs and earning confidence through the proper assignment of people. This alignment of people and companies allows us to create opportunity. Most importantly, We don’t consider the process complete until we find the perfect fit. Responsibilities: • Maintain a working knowledge of Help Desk and IT Operations procedures. • Log all incoming problems and requests and actions taken to resolve them. • Provide first response help desk support to all customers and users. • Provide assistance in the areas of site support, and project specific assignments. Attempt to troubleshoot and resolve problems and satisfy requests. • Provide support for AOC business applications. • Provide follow-up status to end-users in accordance with specified support policies and procedures. • Ensure closed problems are adequately documented. • Assist with other tasks as assigned by management. • Notify management of all major incidents, problems immediately and with confidentiality. • Conduct quantitative and qualitative research related to processes, programs and projects. • Update Solutions Knowledgebase and Documentation • Work with management on new projects, as assigned. • Provide support to other units and/or divisions when called upon
Requirements
- Professional Experience working in IT Tech
- Experience working at a call center creating and troubleshooting tickets
- Experience developing technical documentation for customers
- Experience with Level 2 technical SW support
- Experience performing desktop application support either remote or in-person
- An Associate's Degree in any field from an accredited college or university.
Responsibilities
- Maintain a working knowledge of Help Desk and IT Operations procedures.
- Log all incoming problems and requests and actions taken to resolve them.
- Provide first response help desk support to all customers and users.
- Provide assistance in the areas of site support, and project specific assignments. Attempt to troubleshoot and resolve problems and satisfy requests.
- Provide support for AOC business applications.
- Provide follow-up status to end-users in accordance with specified support policies and procedures.
- Ensure closed problems are adequately documented.
- Assist with other tasks as assigned by management.
- Notify management of all major incidents, problems immediately and with confidentiality.
- Conduct quantitative and qualitative research related to processes, programs and projects.
- Update Solutions Knowledgebase and Documentation
- Work with management on new projects, as assigned.
- Provide support to other units and/or divisions when called upon
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
Associate degree
