6 days old

Help Desk Analyst

West Des Moines, IA 50266
  • Job Code
  • 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.


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


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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Help Desk Analyst

Randstad Technologies
West Des Moines, IA

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