Helpdesk Analyst
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Posted on: July 22, 2021
Industry: Helpdesk / Tech Support / Field Technician
Job Number:
Note: The position requires bilingual skills in English/Spanish or English/Portuguese or French
Description:
- Provide Level 1 support for databases, software & devices
- Excellent Customer Service skills
- Excellent understanding of Service Desk Operations; including tools (call tracking systems, ACD) processes and methodologies
- Certified in 1 or more of the following A+ • MCP (Microsoft Certified Pro) • Win10 or above
- Two year business/technical degree or equivalent work experience for Jr/Intermediate
- Two years of prior related work experience in a technical support environment
- Two years’ experience working directly with the public in a service capacity
- Windows Family Operating systems (Win10)
- Email and Calendar Systems.
- VPN Remote connectivity
- Basic Network connectivity troubleshooting skills
- Basic Service Now or Remedy Help Desk Support tool and processes
- Able to follow Basic ITIL knowledge Base
- Customer Service Phone training able to apply customer empathy
- Web based applications
- Handles problems that are complex, unknown and new with confidence
- Multitasks by thinking, typing, troubleshooting and talking effectively
- Experience with Translating information and communications
- Flexibility for work hours (Shifts 7am thru 7PM Monday - Friday)
- Work will be 50% remote and 50% on site