What are the responsibilities and job description for the Help Desk Analyst 1 - Client Technology Service Desk position at i-CST?
Job Description
Job Description
Help Desk Analyst 1 - Client Technology Service Desk
Work Location : Hybrid - Majority remote, will be required to onsite every other Thursday
Top 3 Skills :
Minimum 1-year experience in a similar role
Strong customer service skills
Experience with Active Directory and / or Azure is a plus
Job Description :
Staff Service Desk queue to take incoming calls.
Performs a full range of system administration functions to control systems and attain maximum utilization and efficiency.
Provides full user support for agency's standard application software to meet user / agency needs.
Utilizing remote tools to provide technical support, the applicant should be able to troubleshoot and correctly diagnose hardware and software issues related to desktops, laptops, printers, and mobile devices.
Demonstrate flexibility to move between different teams if the need arises.
Tests and evaluates software and hardware products to determine applicability and value to agency operations.
Ability to perform work requiring lifting a minimum of 50 lbs. and / or physical exertion may be required.
Ability to document clearly and concisely every call taken including troubleshooting steps that may have been taken.
Contribute to and help maintain a large knowledge base.
Understanding of customer relationship best practices
Demonstrated desire to exercise accountability in a professional manner.
Demonstrated ability to respond in a timely and effective manner to email and live messaging.
Understand the role of emotional intelligence in a technical service desk environment.
