Desktop support analyst

Essential Duties and Responsibilities:

• Use a ticket system to create, work, and close tickets.
• Manage Help Desk tickets in a timely manner.
• Respond to customer issues via phone, email and computer chat.
• Provide customer assistance.
• Document customer interactions.
• Answer calls and making outbound calls to clients to troubleshoot and fix issues.
• Run diagnostics to resolve customer reported issues.
• Escalate issues to the next Tier with next level of difficulty.
• Install, make changes and repair computer hardware and software.
• Follow-up with customers to ensure issues are resolved.
• Serve as first line of defense for recurring computer, printer, networking, and other related issues.
• Identify, diagnose and troubleshoot installed hardware and software problems in response to customer calls and tickets.
• Set up, configure and install systems to support new/existing customer personnel and LAN printers, scanners, smart phones, and other components.
• Perform problem isolation of network connectivity, desktop hardware and or stand-alone/network installed software programs.
• Disconnect, relocate, and reconnect computer equipment as requested by the customer.
• Perform data backups, unlock accounts and accomplish basic administrator duties.
• Help with projects or other issues with senior staff.

Required Knowledge Skills/Abilities:

• Proficiency with Windows 10, Apple and Android mobile devices.
• Ability to diagnose and resolve basic computer technical issues.
• Knowledge of A+ and/or Security+.
• Critical thinking and decision-making skills.
• Excellent verbal and written communication skills.
• Excellent interpersonal and customer service skills, ability to professionally communicate and deescalate high stress situations.
• Excellent organizational, time management and prioritization skills and attention to detail.
• Excellent time management skills with a proven ability to meet deadlines.
• Solid emotional intelligence and mental sharpness as required to deal with simultaneous high-priority requirements in a high-paced and at times an occasionally stressful work environment.
• Unwavering commitment to providing courteous, timely and accurate customer service.
• Ability to function well in a high-paced and at times stressful environment.
• Proficient with Microsoft Office Suite or related software.
• Self-starter who is able to follow directions, work well within a team environment, and also work independently when required.
• Availability to work overtime as required.

Education and Experience:

• 2+ years of experience working in a help desk environment.
• Comp TIA A+ or other industry appropriate certification(s).

Physical Requirements:

The physical requirements described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable qualified individuals with disabilities to satisfactorily perform these essential functions without causing an undue hardship for the employer.

• Continuous sitting.
• Ability to work continuously on a telephone/computer/scanner/fax/copier or other office equipment.
• Frequent periods of walking and/or standing.
• Occasional lifting and carrying up to 20 lbs.
• Frequent grasping, reaching, pushing, pulling, bending, twisting.