What are the responsibilities and job description for the Help Desk Analyst position at GoAhead Solutions?
Job Details
GoAhead Solutions has a great opportunity in Columbus, OH Help Desk Analyst. This would be an Eight-month contract to start out with extension.
Job Description:
-HDA1(Help Desk Analyst 1) to help IT Automate and implement new technology to assist with keeping the desktop environment current and running optimally.
This position will function as a highly skilled HAD(Help Desk Analyst) with specific responsibilities that include:
-Understanding of Desktop Support and Software Licensing Services.
-Ability to image machines and install complicated software.
-Uses creativity and innovation to automate and streamline processes and procedures.
-Understands customer support, likes to work with people and can ensure that the customer is satisfied.
-Ability to troubleshoot in a high level systematic way. Ability to identify issues, research cause, and remediate.
-Experienced in building, setup and removal of desktop equipment (PCs, laptops, phones, peripherals, software, etc.).
-Troubleshoots basic network, software, printing and/or installation problems.
-Supports staff hardware moves for facility reorganization.
-Experience with ServiceNow and Knowledge Base preferable.
-Consultant must be available to work a standard 8 hour shift between the hours of 7AM and 5PM. (Expect regular changes to either the earlier or later shift).
-Consultant must be punctual and reliable: arriving at work on time is essential and required as this is a Customer Service Environment.
Experience:
-Strong communication/leadership skills.
-Strong influence, collaboration and negotiation experience.
-Ability to collaborate with supporting resources across business and/or functional lines.
-Have excellent oral and written skills/possess strong meeting and work session facilitation skills.
-Act as the escalation point for high priority support issues.
-Ability to interpret end user license agreements.
-Have the ability to work independently and as part of a team, the ability to manage time and resources to meet assigned deadlines (ServiceNow Tickets).
-Have strong understanding of prioritization stemming from the elicitation of system and/or user requirements.
-Have excellent organizational skills, proven analytical, planning, problem solving, and decision-making skills.
-Must be knowledgeable in the English language/speak clearly and understandably use the English language.
-Ability to understand and follow processes established for the Service Desk.
Required Skills:
-2 Years IT experience.
-2 Years Troubleshooting experience.
-2 Years experience documenting procedures.
Desired Skills:
-Experience using ServiceNow is required.
-Retail customer service experience is desired.
-Service Desk experience is required.
