6 days old
2018-04-172018-05-15

Help Desk Analyst

West Des Moines, IA 50266
  • Job Code
    611518
  • Payrate
    $15 To $16

Candidate needs to be very articulate, sharp and energetic. Must be able to pay attention to detail and the ability to follow processes and procedures. Experience with using a knowledge database to resolve issues will be extremely useful.


Take incoming Desktop Hardware and Software support calls for end users


Some of the calls will be password resets, network and wireless connectivity issues, issues with Outlook, MS Office and proprietary applications.


All Approx. 60% of Calls with be resolved at Tier 1 remaining 40% will be escalated per request of client to ensure incoming call answer time is low.


Perform Password Resets on multiple systems and hosts


Supports Enterprise Wireless Operations


Provide first and second level support for remote user laptops


Provide support for company VPN/Remote solution.


Prioritize and escalate issues to other management/staff


Communicate, and/or Escalate to 2nd Level Support Teams, if needed


Enter pertinent information and updates of reported incidents in ServiceNow ticketing system


Reset client passwords according to information security guidelines.


SKILLS REQUIRED:


Minimum 1 year previous inbound customer service/help desk experience


General knowledge of computer products, software and applications


Experience with a ticketing software such as Peregrine, or Remedy, HP Service Manager, or ServiceNow


Experience working in a technical help desk


Exceptional customer service/people skills


Strong analytical troubleshooting skills


Excellent written and verbal communication skills


Strong work ethic, excellent attendance and flexibility to work overtime


Team player with a positive, friendly attitude


Sense of urgency for incident resolution


Ability to multi-task in a fast paced environment with minimal direction


Experience with using a knowledge database for guidance or resolution of issues


Desired:


Technical Certification A+


HDI Certification is a huge plus


Experience with MS Outlook


Experience with MS Office Suite


Experience with VPN solutions


Experience with Wireless networks and troubleshooting

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Help Desk Analyst

Randstad Technologies
West Des Moines, IA 50266

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Randstad Technologies
West Des Moines, IA
US

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