What are the responsibilities and job description for the Help Desk Analyst - Remote position at ASSYST?
Job Description
ASSYST is looking to hire Help Desk analyst to respond to phone, portal, email submitted Incidents and Request tickets for its Technical Services Center (TSC). The position is for a 40-hour work week, Monday thru Friday 7am – 5pm EST. Hours may fluctuate between two shifts.
Job: Help Desk Analyst- (Level 1)
Location: Remote
Work hours per week: 40
Position responsibilities include, but are not limited to:
- Answer, validate and triage incoming phone-in Incidents and Requests from Internal employees
- Process, validate and triage email submitted Incidents and Request from Internal employees
- Review and validate ticket information on self-service ticket submissions routed to the Help Desk
- Route and escalate tickets to appropriate support teams
- Identify and perform First Contact Resolution tickets
- Provide technical information/assistance on configuration, setup, maintenance and initial troubleshooting of standard computer systems, hardware, and software
- Provide best effort support for technical information/assistance on non- standard computer systems, hardware, and software
- Develop and maintain Knowledge Articles
- Provide instructions on configuration, setup, maintenance for computer systems, hardware, and software.
- Follow up on customer queries with T2 (in-depth technical support – power user) and T3 (expert product and service support – engineers, architects) teams
- Provide support and follow up for specifically assigned tasks
Our client operates primarily in a Windows environment and Office 365 with a combination of Laptops, Desktops, and Mobile Devices. Capabilities must include wireless and remote troubleshooting, superior customer service skills, excellent communications skills, and recent Help Desk experience.
Requirements:
- Must be a High School Graduate or equivalent CompTIA A , Security or Network certification HDI Certification a plus
- ITIL Foundation a plus
ASSYST is an Equal Opportunity Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, disability, military status, national origin or any other characteristic protected under federal, state, or applicable local law
