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Entry Level Help Desk Analyst

Company: Infocision
Location: Akron
Posted on: January 15, 2022

Job Description:

Duties and Responsibilities: Respond to all requests for support services submitted via WEB, Email, and Phone and document the lifecycle of such requests within our call management software. Conduct first level problem determination, research and resolve technical issues using documented procedures and available tools. Provide daily updates to users on the status of all active support incidents. Troubleshoot microcomputer problems over the telephone or through visits to individual workstations Assist in the resolution of user and support issues to ensure positive impact on user satisfaction Install and support specific software applications Test new versions of software products Provide accurate and creative solutions for user problems to ensure user productivity Attend training sessions and learn additional software application packages as appropriate Assist in training workshops, including setup and instruction when appropriate Participate in team projects that enhance the quality and efficiency of help desk services Communicate daily between multiple functional areas to coordinate account setups, password resets, name changes, and other routine maintenance Perform minor hardware upgrades and repairs such as installing memory or batteries Maintain exceptional and professional customer service with all employees that interact with analyst, either in person or on the phone Minimum Requirements of All Applicants: Associates or technical degree preferred but not required. Experience in lieu of degree in applicable, relatable field may be considered. Proven work history in the following is preferred: Minimum 1 year of experience in a Help Desk and/or Customer Service role Leadership with diverse teams of employees Experience in coaching, communication, facilitation, and conflict resolution Proven ability in motivating, developing, and influencing people as they work Essential Knowledge Skills and Abilities:Critical features of this job are described below; however, they may be subject to change at any time. Ability to work in a physical environment for 90% of the work week Knowledge of Microsoft Operating Systems (macOS and ChromeOS a plus) Experience with troubleshooting commonly used commercial applications (Microsoft Office 365, Teams, Citrix Workspace, Cisco AnyConnect, etc) Basic understanding of LAN/WAN Network Architecture and Network Protocols Understanding and experience with PC Hardware repairs and troubleshooting Good project management skills and the ability to organize work in an efficient manner Ability to read, analyze, and interpret written material, respond appropriately to feedback, to make improvements. Ability to write reports, business correspondence, and knowledge base articles. Ability to effectively present information in one-on-one and small group situations. Possess ability to properly respond to questions from groups of managers, clients, customers, and other employees of the organization. Ability to effectively communicate with others using both verbal and written means. Ability to complete and understand complex analysis of numbers, troubleshoot, and solve problems. Must be able to apply basic mathematical concepts, formulas, and equations. Knowledge of business communication, office procedures and methods. Skill to use a personal computer and various software packages such as Microsoft Office 365. Ability to work independently as well in project teams. Must be able to listen and verbally communicate for hours at a time, use equipment such as but not limited to headsets, telephones, computer, and other office equipment as needed. Share in a rotating "on-call" schedule during off hours. Must be mobile and accessible, whether sitting or standing in the call center or office for long periods of time Reasonable accommodations may be made to enable persons with disabilities, under the ADA, to perform essential job functions.recblid 32vgrbzfdnndv8feoz29uvtwfxvkq2

Keywords: Infocision, Akron , Entry Level Help Desk Analyst, Professions , Akron, Ohio

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