Job Title: Help Desk Analyst
Location: Atlanta, GA 30334 (Remote)
Duration: 12+ Month
Responsibilities include:
Qualifications
Required Skills
Location: Atlanta, GA 30334 (Remote)
Duration: 12+ Month
Responsibilities include:
- Field incoming help requests from end users via both telephone and e-mail in a courteous manner
- Document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue.
- Build rapport and elicit problem details from help desk customers.
- Prioritize and schedule problems. Escalate problems (when required) to the appropriatelyexperienced technician.
- Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
- Apply diagnostic utilities to aid in troubleshooting.
- Identify and learn appropriate software and hardware used and supported by the organization.
- Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.
- Performing preventative maintenance, including checking and cleaning of workstations, printers, and peripherals.
- Test fixes to ensure problem has been adequately resolved.
- Perform post-resolution follow-ups to help requests.
- Develop help sheets and frequently asked questions lists for end users.
Qualifications
- High School diploma with 5 years of help desk experience
- Associate Degree with 3 Years of help desk experience
Required Skills
- Experience working in a Help Desk environment required
- Experience in Microsoft Office Required
- Experience in customer service Required