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Helpdesk/Desktop Support Analyst

Company: Anchor Point Technology Resources
Location: Louisville
Posted on: August 24, 2019

Job Description:

Under immediate supervision and as part of a team, responds to and diagnoses problems through phone calls via the support center or electronic online support requests submitted by internal clients. Will act in a Tier 1 and Tier 2 role. Also responsible for ensuring the stability and integrity of the firms desktop infrastructure by participating in the planning, designing, development, and maintenance of the network and desktop envionments. Will help plan, coordinate, and administer the desktop support operations. Regular contact with internal clients is required to identify, research, and resolve complex opertional problems.Daily Role and Responsibilities Monitors call and ticket queues to ensure proper assignment and workload balance among team members.

  • Logs and tracks all inbound calls utilizing current call ticketing system - provides incident and root-cause trending analysis reports to Management.
  • Transitions end-user calls to second and third-level support resolution when necessary.
  • Configures systems and desktops to ensure smooth and reliable operation for fulfilling business objectives and processes.
  • Assists with the support of Network-based software and hardware as needed.
  • Supports PC and peripheral hardware and application software.
  • May act as product liaison for major products, working with other corporate departments and third-party developers to solve technical issues as needed.
  • Provides expert and creative solutions to user problems on laptops and desktop systems, to ensure user satisfaction and productivity.
  • Coordinates user and support issues among corporate sites to ensure timely distribution of knowledge and positive impact on user satisfaction and productivity.
  • Researches, resolves, and responds to end-user issues/problems/questions received via email, telephone calls, callbacks, or escalations, and provides support on desktop systems, in accordance with current standards and service levels.
  • Acquires and maintains knowledge of relevant product offerings, current support policies, and methods of support delivery, in order to provide technically accurate solutions to users.Knoweldege/Skills/Abilities:
    • Knowledge of relevant product offerings, current support policies, and methods of support delivery, in order to provide technically accurate solutions to users
    • Various applications and software programs
    • Must have strong customer service and communication skills.
    • Effective ability to work both independently and within a team environment.
    • Ability to prioritize and complete projects within deadlines.
    • Self starter, independent thinker, and worker.Skills in:
      • Identifying problems
      • Solving technical problems of the end userAbility to:
        • Be responsive to client needs
        • Handle difficult situations in a professional mannerEducation/Experience:
          • College degree or equivalent work experience
            • Minimum 3 years in a helpdesk environment - direct contact with end-user experience in a technical support role.
            • Must have 3 years of experience supporting Windows XP, Office, Outlook, Notes, Remote Access and TCP/IP Network Protocol.
            • Prior experience supporting hardware and software installations.
            • A+ Certification and MCP preferred. - provided by Dice

Keywords: Anchor Point Technology Resources, Lexington , Helpdesk/Desktop Support Analyst, Professions , Louisville, Kentucky

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