Help Desk Analyst

Netlink Voice is a cutting-edge telecom, networking, and IT solutions organization based in Flowood, MS. We are looking to add a Help Desk Analyst to our growing team.

Individuals must be highly motivated, willing to accept challenges, and looking for growth opportunities. This position is available physically at our Flowood, MS office.

ROLE AND RESPONSIBILITIES:

• Responsible for providing excellent customer service to end-users by delivering practical solutions to a wide range of applications/technology problems and issues and training in technology.
• Must be a skilled communicator with the ability to gather customer information, break down highly complex problems, and identify solutions to quickly resolve reported issues.
• Serve as the first point of contact for users seeking technical assistance over the phone and online.
• Communicate effectively and provides customer service to our business customers, recognize what needs to be done to meet customer needs, and demonstrate flexibility and responsiveness to meet those needs on routine work.
• Actively participate in team meetings to share knowledge and improve processes
• Respond to, diagnose, and resolve problems and tickets that are opened.
• Prioritize and manage service support requests in line with expected service level targets
• Troubleshoot problems on devices such as desktop/laptop computers, direct and network printers, domain controllers, and some third-party software.
• Promptly open tickets, check and log all calls, and detailed troubleshooting on support activity and resolution in the ticketing system.
• Perform remote troubleshooting by applying core knowledge obtained from the role and acquires increasingly more knowledge to apply in the role.

QUALIFICATIONS AND EDUCATION REQUIREMENTS:

• Proficiency with, and troubleshooting, Microsoft Office Applications, OWA, and Exchange
• Solid understanding of Microsoft's and Window's desktop operating systems and registry support
• 1 years of experience with Google Workspace and/or Microsoft 365
• Proficiency with Windows account management within an Active Directory environment
• 1 years of experience supporting desktop and application technologies required such as desktops/laptops, printers, storage devices, network Drives, and domain controllers
• 1 years of experience using remote computer access tools
• 1 years of experience with file servers
• ITIL Certification and/or CompTIA A is preferred
• Must have experience or familiarity with the following systems: Windows/Linux operating systems, Virtualization, and Networking: VPNs, Switches, Routers, LANs, & cabling

PREFERRED SKILLS:

1 years of experience supporting the following applications and technologies preferred:

• Active Directory
• TCPIP, DNS, DHCP, WINS
• VPN client configuration
• Microsoft Exchange/Outlook: Creating rules
• Internet Explorer, Chrome, Win install, internet/intranet support issues
• Help Desk Incident Management Software
• QuickBooks Server

Job Type: Full-time

Pay: $35,000.00 - $40,000.00 per year

Benefits:

• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• Monday to Friday

Work Location: One location