Help Desk Analyst
About The Position
The Help Desk Analyst role is responsible for providing Level 2 technical assistance and support for incoming calls and issues related to computer systems, software, and hardware. In addition, the Help Desk Analyst role may require traveling to install and/or repair computer hardware and software. This is a full-time position with 10 Hour Shifts 7:30 to 6:00 pm 4 rotating days per week. On call every 4 weeks for 1 week and overtime as dictated by business needs. Strong analytical, written, and verbal skills are required to not only communicate effectively but allow the “the customer” to have a positive experience walking/working through the problem-solving process.
Requirements
- Strong analytical skills
- Strong written skills
- Strong verbal skills
Nice To Haves
- Ability to travel to install and/or repair computer hardware and software
Responsibilities
- Receiving and providing Level 2 technical support via telephone to both stores and field techs
- Document all required information within internal ticketing systems
- Recognize trends and offer suggestions for improvement
- Ensure issues are resolved and tickets are closed within SLA guidelines
- Provide a wide range of support to the entire organization
- Provide assistance installing network hardware and software and make needed upgrades and repairs
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
