IT Help Desk Analyst

Full Time
Greenville - NC
Posted 10 months ago

The Basic Summary

The Help Desk Analyst provides Tier 1 help desk support for One Source Communications IT clients in order to resolve technical PC, server, and network related issues.

Specific Responsibilities

  • Provide first level customer support including troubleshooting basic issues with computer hardware, network/internet connectivity, email, and software applications as well as completing client requests for password and user account administration
  • Create properly formatted tickets for client calls & emails in tracking software as the work occurs
  • Ensure constant service ticket flow by escalating tickets that require higher level assistance
  • Coordinate scheduling of service visits and technician support phone calls to clients
  • Maintain inventory of customer owned equipment in-house and organization of service area
  • Communicate ticket status and document updates to clients and technical staff as needed
  • Provide first level after hours and holiday on-call support on a revolving basis with other staff
  • Ask and gather intelligent questions about the client’s business and accurately document
  • Document opportunities that are discussed or discovered while interacting with clients
  • Perform basic computer hardware and software installations, configurations, and virus removals
  • Keep information regarding our clients, their data, and other sensitive information confidential
  • Create and maintain documentation for client and internal tasks and procedures
  • Study for and pass industry certifications as identified and required
  • Read educational materials as needed and directed for job proficiency
  • Develop and/or revise best practices and processes for Help Desk procedures

Essential Qualifications

  • High school diploma, at least two years of secondary education preferred
  • Must have a valid driver’s license and reliable transportation for travel as far as 75 miles from the office
  • Must be able to work a full-time 40 hour work week which may include after-hours support
  • Exceptional computer and system administration skills on Microsoft based clients and servers
  • Firm understanding of the configuration of basic networking components and peripherals
  • Good verbal and written communication skills for interactions with customers on a daily basis both in person and on the phone
  • Ability & willingness to operate in a fast-paced and dynamic environment with a calm demeanor and maintaining a “win/win” attitude

Preferred Qualifications

  • Previous experience as a system analyst, help-desk support provider, or equivalent role
  • Previous experience with procedure writing or other technical writing
  • Intricate knowledge/experience with workstation, server and network diagnostics, repair, and installation
  • Expertise with MS Windows Server, MS Exchange, ConnectWise, or N-Able
  • Expertise with all aspects of Apple OS X
  • CompTIA A+, Network+, and various Microsoft certifications
  • Experience with VDI, virtualization technologies, or cloud hosting
  • Understanding of the fundamentals of DNS, especially as related to mail servers
  • Familiarity with Linux/Unix based operating systems and system administration
  • Familiarity with SonicWALL and / or Cisco firewalls and other appliances
  • Experience with phone wiring and phone switch installation / programming / maintenance

Job Features

Job CategoryIT
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