Job Details

Junior Help Desk Support

ITASCA-60143, IL, US
07/14/2020

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Required Skills

    Microsoft Office Applications
Company

Infinity Consulting Solutions, Inc

Experience

2 to 4 Year(s)

Job Description

Junior Help Desk Analyst

Summary:

The Junior Help Desk Analyst is responsible for providing high quality customer service interactions with the firm's end user population via the telephone and email.

They will facilitate and resolve a wide variety of requests, inquiries and IT concerns with the use of their strong technical knowledge of hardware and software.

The Service Desk Analyst will work independently, and as part of a team, to deliver outstanding service and support.

Duties and Responsibilities:

Assists users to resolve computer related problems such as inoperative hardware or software, including network connections.

Resolve customer inquiries efficiently and effectively through the use of active listening and personalizing techniques with a constant focus on service excellence.


Hardware Support functions include, but are not limited to, end user support, desktop support, laptop support, visiting office setups, and mobile device support. Perform basic printer, network and device troubleshooting.

Software support functions include, but are not limited to, answering an array of job-specific How-To questions and the installation, basic configuration and troubleshooting of applications that are standard within the environment or otherwise approved for installation.

Document and maintain user request and incident records in IT Service Management System. Maintain ownership of user inquiries and requests through resolution, owning the relationship with the customer.

Escalate calls, as necessary, to Level II and III IT staff, or authorized contractors, to resolve problems or fulfill requests according to established escalation procedures.

Meet and exceed team and individual performance standards including abandon rate, first call resolution and SLAs.

Execute basic and routine systems administration tasks (e.g., password administration and print queue management).

Utilize, create, and submit updates to Knowledgebase articles and share knowledge through other designated forums with Service Desk teammates.

Assist with projects such hardware or software upgrades and on-boarding of large groups.

Perform other duties as required.

Qualifications:

Education and/or Experience:

Required:

BA/BS degree or equivalent work experience

2+ years providing direct and exceptional user support in a high performance culture

2+ years of experience supporting Windows-based computers, including Microsoft Windows 10

2+ years of experience supporting Smartphones, e.g., iPhone, Android

2+ years of experience supporting Microsoft Office Applications and Remote Access technology, such as Citrix


Help Desk Support
Business Services

No Preference
Contract Only
Other
1

Candidate Requirements
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Bachelors

Walkin Information
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7/9/2020
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Recruiter Details
Doug Klares
1350 Broadway, Suite 2205, NEW YORK-10018, NY
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