Help Desk/Technical Support Analyst

Wyomissing, PA

Posted: 01/22/2019 Employment Type: Contract Industry: IT,Softworld Corporate,Financial Services,ERT/MSP Job Number: 228370



Help Desk Analyst

 

ESSENTIAL DUTIES and RESPONSIBILITIES:
  • Provide consistent quality customer service to internal team members that meets or exceeds Sovereign’ s standards.
  • Responsible for answering calls from team members, assisting them with problems, entering problems into the help desk ticketing system, and escalating critical issues.
  • Logging and tracking requests for assistance including PC problems and voice equipment issues.
  • Diagnosing, evaluating, and prioritizing requests for assistance from team members experiencing problems with hardware, application software, Windows operating systems, networking, and other computer related issues.
  • Escalating complex problems with software, hardware, and LAN/WAN networking to next level of support for problem resolution.
  • Dispatch field service resources as needed for hardware repairs.
  • Research, resolve, and follow-up on routine team member problems.
  • Able to maintain a flexible schedule including evenings and Saturdays.
  • Other duties as assigned or requested.

 

EDUCATION/EXPERIENCE and QUALIFICATIONS:
  • High school diploma required. College preferred.
  • Knowledge in Windows OS,, MS Office application, and MS Outlook/Exchange, extensive troubleshooting in Internet Explorer
  • General understanding of LAN/WAN, printer configurations, Windows user environments and troubleshooting desktops, laptops, and peripherals
  • Strong interpersonal and communication skills
  • Either working experience in a technical support role or a technical degree
  • Previous customer service experience a plus
  • Team player
  • Ability to multitask
  • Positive attitude

WORK SHIFT: 11AM- 8PM Monday, Tuesday, Wednesday, Friday and Saturday (OFF THURSDAY AND SUNDAY)

 
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