Help Desk Analyst

Stand Out For Good, Inc.•Knoxville, TN

22d•Onsite

About The Position

The Help Desk Analyst is the primary point of contact for technical and operational support issues identified by our stores, home office, and distribution center organizations. Help Desk Analysts track all support issues, resolve issues, and follow up on all escalations. This individual works closely with the rest of the IT department to ensure system uptime and prompt resolution to all issues. This individual will also be part of future technology projects.

Requirements

Exceptional time management, facilitation, and organizational skills
Strong interpersonal skills and excellent verbal and written communication skills
Customer oriented and cool under pressure
Problem solving mindset
Experience with any system support ticketing platform
Experience with installing, configuring, administering and troubleshooting a wide range of desktop hardware and software
Experience with troubleshooting printers, scanner and various other peripherals
Knowledge of networking hardware including routers, switches and VPN appliances
Retail industry experience
CompTIA A+ certification or ability to earn certification within 1 year of employment
Associate’s degree in a technology focused area
1-2 years in a customer service focused role

Responsibilities

Answer all calls for help either by phone, chat, email, or portal entry using ticketing platform
Manage and prioritize central ticketing queue to ensure timely resolution of issues
Perform troubleshooting through diagnostic techniques for retail stores, distribution centers, and home office locations
Walk Guest through problem solving process
Determine the best solution based on issues and details provided by Guests
Install, modify, and repair computer hardware and software
Facilitate and direct resolution with on site technicians or vendors as needed
Provide accurate information on IT products or services
Follow up and update Guest on status of issues
Maintain the highest level of guest service
Record events, problems and resolution in logs
Identify and escalate situations requiring urgent attention
Writing and editing technical documentation
Additional special projects as assigned