Service Desk Level 1 Analyst | M-Thurs 7am - 6pm

Bell Techlogix • Indianapolis, IN

116d

About The Position

Grow your career. Drive innovation. At Bell Techlogix, employees are key to our growing success. We are always looking for driven, smart, and dedicated professionals to add to our award-winning team. We strive to create an inclusive and collaborative workplace where our employees feel valued and have opportunities for career growth. Bell Techlogix offers various training and development programs to help you advance in your career within our company. Bell Techlogix is a Certified Great Place to Work and is recognized as a Diversity Employer. The Service Desk Level 1 Analyst will assist clients to leverage technology to solve business problems by being the first point of contact for all technology-related problems, escalating un-resolvable transactions to the next level. This position will ensure compliance with customers' technical and quality standards and procedures always utilizing exceptional customer service to attain the highest degree of customer satisfaction.

Requirements

• Must have a High School Diploma or GED.
• 6 months of technical support experience or equivalent technical certifications.
• Must be proficient in Microsoft Office and working in different operating systems.

Nice To Haves

• 12 months technical support experience.
• CompTIA A+
• Network+
• HDI
• MSCE or Industry Equivalent
• Experience in troubleshooting internet browsers, smart phones & tablets a plus.
• Knowledge or exposure to the following: Windows OS, MAC OS, NICE CXOne, Beyond Trust, Microsoft Teams, Microsoft Office tools, TeamViewer, ServiceNow, SAP, Citrix, RDS Farms, IOS, and Intune.

Responsibilities

• Answer user inquiries regarding computer software or hardware operation to resolve problems.
• Read technical manuals, confer with users, or conduct computer diagnostics to investigate and resolve problems or to provide technical assistance and support.
• Confer with customers to provide information about products or services or obtain details of complaints.
• Check to ensure that appropriate steps are taken to resolve customer's problems.
• Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken.
• Use software tools to create and update tickets for each client call and email received.
• Use knowledge base as appropriate to research issues and resolutions.
• Monitors and communicates technical issues in a timely manner to leadership.
• Maintain professional working relationship with coworkers.
• Communicates knowledge documentation issues to leadership.
• Follow up on aging tickets.
• Other duties as assigned.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Professional, Scientific, and Technical Services
• Education Level: High school or GED