Job Description

Job Description

Job Description

Help Desk Analyst I

This is an exciting opportunity to join a growing global company in the medical equipment industry! The Support Analyst (Help Desk) will act as the first point of contact for handling business partners’ technical support issues.

Responsibilities:

• The Support Analyst will be responsible for responding to issues by gathering all necessary information and providing resolution during the initial contact or forward the issue to the correct support team for resolution.
• The focus of work is phone and deskside support, and resolution of incidents/service requests submitted via Self Service.
• Create solution documents both for internal Service Desk use as well as business partner use.
• Will participate on project and change work.

Qualifications:

• Two to four years of IT work experience
  • One to two years Call Center experience
  • One to two years Desktop Support experience
• Demonstrated ability to use troubleshooting skills to resolve inquiries professionally and accurately.
• Solid knowledge of Windows OS, Apple OS, Active Directory, MS Office Suite, ticketing systems, call center, mobile devices and anti-virus/spyware.
• Solid knowledge of desktop, laptop and thin client hardware.
• Working experience with peripherals such as printers and desk phones.
• Demonstrated strong verbal, written, organization and interpersonal skills.
• Demonstrated flexible approach to an ever-changing environment.
• Professional and courteous approach.
• Degree Required: High School Diploma or equivalency
• Certification Requirements/Desired:
  • Familiar with ITIL processes and framework. ITIL v3 or 2011 certification a plus.
  • Help Desk and/or Desktop Support technical certification a plus.

Pay Rate: $32-$38.70/hour

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