What are the responsibilities and job description for the Help Desk Technician position at Regional Warehouse and Logistics?
Job Title: Service Desk Analyst
Duties
The Live Expert Service Desk Analyst will provide first and second tier technical support to internal employees. The candidate will require an aptitude for working with applications/systems to undertake analysis, diagnosis and resolution of employees issues/requests, which may range from straightforward to more complicated technical issues. There is also a range of administration duties within this role. Excellent communication and interpersonal skills combined with technical skills are essential to providing high level customer service to the employee community. Service Desk staff work in a dynamic, fast-paced call center that provides service via phone, chat and backend collaboration via Slack.
Job Responsibilities:
Troubleshoot software, hardware and connectivity issues remotely. Ability to understand & articulate root cause on customer issues. Log all Service Desk contacts into Incident Management System (ServiceNow) Experience with installation, upgrade, and maintenance of software, hardware, and peripherals. Familiarity with encryption and security tools and triaging within this environment. Assist customers in gaining access to various systems and servers. Deploy/patch software using device management technologies (VMware and Ivanti) Communicate call and chat trends and emerging issues The ability to take on small projects from start to finish Knowledge Base and process documentation skills. Work closely with the team to resolve or properly close aging tickets. Take ownership of employee issues and follow up on the status of the problem on behalf of the user and communicate progress in a timely manner. Maintain a high degree of customer service for all support queries and adhere to all service management principles. Analyze and resolve incidents within expected turnaround time. 5 day work week Full Time 40 hours a week Weekend shifts required from December- April (Tax Peak) . Flexibility required during Tax Season peaks
Skills
Prior Service Desk or Desktop Support experience required Incident Management experience Basic user & security group Active Directory administration experience Strong knowledge of Microsoft based operating systems Experience with using and troubleshooting Office 365 within a corporate network environment (permissions, calendaring, delegation) Familiarity supporting VPN issues Familiarity with wired and Wi-Fi Networking bound with Windows Active Directory Familiarity with home network troubleshooting Interpersonal Skills Self-starter Passionate about providing excellent customer service and follow-thru to completion Good problem solving, diagnosis and troubleshooting skills Ability to identify Root Cause Able to identify gaps in documentation and made request for updates Ability to communicate technical issues in non-technical terms Ability to work independently and within a team Ability to work cross-functionally
Skills
Required
- VMWARE
- HELP DESK TECHNICAL
- INCIDENT MANAGEMENT
Job Type: Full-time
Pay: $26.00 per hour
Schedule:
- 8 hour shift
- Monday to Friday
Experience:
- ServiceNow: 1 year (Preferred)
- VMWare: 2 years (Preferred)
Work Location: In person
Salary : $26
