What are the responsibilities and job description for the Help Desk Analyst position at Business Integra Inc?
- Able to Identify, research, and resolve technical and procedural issues. * Respond to telephone calls, emails, tickets, and personnel requests for technical support. * Documents, tracks, and monitors issues/tickets to ensure a timely resolution. * Escalate unresolved issues/ticket to Tier II/III support. * Must read and comprehend technical procedures and Standard Operating Procedures (SOPs). * Communicate accurate and useful status updates. * Manage and report time spent on all work activities. * Must be able to work in a team environment. * Must be customer service focused. * Work independently and proactively with minimal supervision/direction. * Flexible and able to adapt to a rapidly changing environment. * Must be able to work flexible shift schedules, to include nights, weekends, and some holidays.
MINIMUM QUALIFICATIONS AND TECHNICAL SKILLS
- Technical problem resolution, judgment, and decision-making skills. * Strong analytical, interpersonal, and written/verbal communication skills. * Two years of technical customer service experience or equivalent experience/education. * Ability to exhibit a positive approach and the ability to work efficiently as an individual contributor and team member. * Flexible and able to adapt to a rapidly changing environment. * Ability to communicate well and work independently with minimum supervision. * Willingness to learn new technologies, dive into challenges and take direction.
TECHNICAL SKILLS
- Strong understanding of computer systems, including hardware and software and networks.
- Excellent analytical abilities to identify, diagnose and resolve customer call and email issues.
- Strong problem-solving abilities with skills in analyzing and resolving technical issues.
- Correctly log and escalate queries in incident management system.
- Monitor open issues, keep users informed of status.
PREFERRED QUALIFICATIONS
- Degree in a relevant field preferred or equivalent relevant experience in IT support.
- ITIL certification preferred
- Network , A or Security Certification preferred.. Experience with Ticketing Systems (ServiceNow preferred).
Job Type: Full-time
Pay: $30.00 - $35.00 per hour
Schedule:
- 8 hour shift
Application Question(s):
- In which city and state are you currently residing?
Ability to Commute:
- Mechanicsville, VA 23111 (Required)
Work Location: In person
Salary : $30 - $35
