What are the responsibilities and job description for the Help Desk Analyst position at applied.valhalla.stage?
We are looking for a Help desk coordinator / technician to provide fast and useful technical assistance on computer systems. You will assign work to other help desk technicians and monitor queues for work and workload, understand which tickets are priority, and report on the team’s performance. Additionally, you will answer queries on basic technical issues and offer advice to solve them.
An excellent Help desk technician must have good technical knowledge and be able to communicate effectively to understand the problem and explain its solution. They must also be customer-oriented and patient to deal with difficult customers.
Responsibilities
- Coordinate and distribute the incoming workload to the team of help desk technicians
- Establish and / or verify the priority of incoming tickets
- Serve as the first point of contact for customers seeking technical assistance over the phone, email, or ticketing system
- Perform troubleshooting through diagnostic techniques and questions
- Determine the best solution based on the details provided by customers
- Walk the customer through the problem-solving process
- Direct unresolved issues to the next level of support personnel
- Provide accurate information on IT products or services
- Record events and problems and their resolution ticketing system
- Follow-up and update customer status and information
- Pass on any feedback or suggestions by customers to the appropriate team
- Identify and suggest possible improvements on procedures
- Support knowledge of Active Directory, DNS, LDAP, ISS, DHCP, File/Print Services and Terminal Services.
- Support and maintenance of firewalls, routers, and switches.
Requirements
- Must have High School Diploma or equivalent; Bachelor’s degree preferred
- Proven experience as a help desk technician or other customer support role
- Tech savvy with working knowledge of office automation products, databases and remote control
- Good understanding of computers, mobile devices and other tech products
- Ability to diagnose and resolve basic technical issues
- Excellent communication skills
- Customer-oriented and cool-tempered
FCX Performance, an Applied Industrial Technologies Company, is a leading process flow control company providing technical mission critical products and services to more than 15,000 end users, OEMs, and EPC firms across a broad range of industries and markets.
Founded in 1923, Applied Industrial Technologies (NYSE: AIT) is a leading value-added distributor and technical solutions provider of industrial motion, fluid power, flow control, automation technologies, and related maintenance supplies. Our leading brands, specialized services, and comprehensive knowledge serve MRO and OEM end users in virtually all industrial markets through our multi-channel capabilities that provide choice, convenience, and expertise.
We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, ancestry, gender, sexual orientation, gender identity, age, disability, protected veteran status, marital status, medical condition or any other characteristic protected by law.
If you need accommodation for any part of the employment process because of a disability, please send an email to hiring@applied.com or call 216-426-4389 to let us know the nature of your request.
