Help Desk

PSR Associates•Dimondale, MI

4h•Hybrid

About The Position

PSR Associates is a consulting and talent solutions firm that connects qualified IT professionals with great opportunities. Whether you're looking for a contract or permanent position, we can help you find the right fit for your skills and experience. We have a team of experienced recruiters who know the IT industry inside and out, and we work with you every step of the way to ensure a smooth and successful transition. PSR Connecting Talent, Crafting Success. Help Desk Analyst We are seeking a Help Desk Analyst to join our team. The selected candidate will work a hybrid schedule consisting of two (2) days each week onsite in Dimondale MI, and three (3) days each week remotely.

Requirements

2-3+ years of previous Tier 1 IT Helpdesk experience
2-3 + years of previous Service Administration experience
2-3+ years of IT Troubleshooting experience
Associate’s degree (IT Related)

Nice To Haves

IT Certifications (A+, CISCO Routing, Security +, SANS )
Previous IT related first responder experience (using Client)
Prior military experience in the radio field

Responsibilities

Log, track, and monitor all requests.
Fulfill pre-defined and pre-approved services.
Log, categorize, and prioritize incidents.
Perform initial diagnosis and determine if escalation is necessary, either functional or hierarchical as appropriate.
Investigate and diagnosis issues per internal policies and procedures.
Apply resolutions and/or workaround as appropriate to restore client operation as quickly as possible.
Answer incoming calls and emails, meeting identified response standards.
Log requests for technical assistance received via the Hot Seat phone, or email into ticketing system.
Monitor open cases for resolution within established timeframes and escalate to appropriate parties when necessary.
Maintain acceptable levels for identified metrics, such as After Call Work, Adherence to Schedule, Availability, Service Level Agreements, etc.
Provide technical support and problem resolution for identified types of technical problems, using established procedures, guidelines and resources.
Document all information regarding the resolution of requests for technical assistance in the Remedy system, using established guidelines and procedures.
Attend meetings and training sessions on policy, procedure, etc, of applications, hardware, software, etc., as required.
Follow up on cases involving the hardware maintenance vendor.
Perform special duties as assigned.