Forward Slash Technology (FST) is a St. Louis-based information technology managed services and telecommunications provider, offering a wide variety of voice, data and security services. Our company helps businesses prepare and develop an IT plan and budget, determine the best Internet Service Provider, select appropriate hardware and offer IT support services. We are NOT a staffing company.

This position will support end users relating to Information Technology infrastructure components. The Help Desk Analyst is responsible for daily, weekly, and monthly activities required to keep our client's systems running at peak performance. The Help Desk Analyst's will perform a variety of technical tasks including the following.

Responsibilities

• Work in the FST St Louis office to resolve end user inquiries via phone and email utilizing remote monitoring and management tools.
• Respond, research, accurately troubleshoot and decipher problems by asking probing questions and utilizing available resources
• Log all tasks in a ticketing system; work tickets until completion and keep the client informed of progress at all times
• Document detailed descriptions of problems and resolutions in ticket queue
• Assist users with issues regarding PC hardware and software, office phones, printers, copy machines, fax machines and various other network devices
• Image and deploy laptops and desktops
• Create, manage, and terminate (setup, access changes, password resets, etc.) end user accounts from authorized requests
• Monitor and manage ticket queue which includes following up on all outstanding calls and open tickets to ensure timely resolution and customer satisfaction
• Monitor servers, backups, email, web filters and spam filters and engage 3rd party service providers regarding outages as needed
• Handle additional customer support related duties, as needed
• Additional duties as assigned

Preferred Qualifications

• Excellent customer service, communication and analytical skills
• Positive, professional, team player attitude
• Strong work ethic and ability to self-motivate
• Ability to organize, multi-task, and prioritize work in a fast-paced, changing environment
• Technical aptitude with a focus on continuous learning and development
• Functional knowledge of Microsoft operating systems
• Knowledge of and experience with Microsoft Office products
• Associates Degree in Computer Science or related discipline
• Preferred (not required) certifications: ITIL, CompTIA A , and Microsoft Certified Desktop Support Technician

Requirements

• The right candidate will be a self-starter and be able to well independently as well as with a team
• Applicant should be able to pick up a job and have the knowledge to run with the job without requiring step-by-step instructions
• Applicant should have attention to detail
• Each work day, applicant must arrive and be ready to start working when the shift starts as well as work a full day until the shift ends
• The current position available is Mon-Fri (specific shift to be discussed)