What are the responsibilities and job description for the Help Desk Analyst position at New Age Technologies?
This is a long term contract for a help desk support analyst
Shift: First shift 8am-5pm
Must have proper work authorization-no outside vendors and no sponsorship provided Must pass background and drug screen
Provides hardware, software, and systems support for employees. Responsible for coordinating delivery of services to internal users and collaborates with cross-functional teams to ensure IT services are operational. Acts as a point of contact for incident escalations and works both collaboratively and independently to triage and resolve IT issues.
Essential Responsibilities
• Provides resolution of technology problems that are escalated from Level 1 Service Desk.
• Provides assistance and direction to Level 1 Service Desk analysts as needed.
• Monitors outstanding issues to ensure both response and resolution times are met.
• Addresses, escalates, and guides the progress of IT requests for customized applications with exceptional attention to follow-through.
•• Motivates the team and stakeholders to act without direct authority.
• Provides status updates to Information Technology management, and functional areas regarding unresolved requests and system outages
• Acts as a liaison between Support Center end users, technical support staff, and Information Technology management
• Performs software installations and data backup and recovery for end users
• Leads and assists on various projects regarding new applications or technology.
• Creates and maintains knowledgebase articles.
• All other duties as assigned.
Position Requirements
Education and Experience
• Associate Degree in related field or equivalent experience preferred
• Minimum of 2 years' experience in a customer support environment with proven desktop, technical and training skills, including experience supporting resources at all levels in an organization.
• Professional Certifications such as Net , CCNA Collab, CCNE, HDI, or ITIL is a plus
• Experience with Active Directory, remote desktop tools, and ticketing systems
• Experience with Microsoft Office products, Outlook, and Microsoft Windows 10 and Office365 required
• Experience with RingCentral and NICE InContact is a plus.
Knowledge, Skills and Abilities
• Expert knowledge of software, hardware, systems, and applications used by associates.
• Excellent analytical and problem-solving skills to diagnose and resolve related problems.
• Able to interact effectively with Executive and all other levels of employees.
• Able to work efficiently on multiple tasks and projects at any given time.
• Strong technical, analytical, and critical thinking skills
Travel Requirements
As necessary to Corporate Offices, Data Center locations
Work Environment
