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Level 1 Help Desk

DAYTON-08810, NJ, US
12/22/2020

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Required Skills

active directory, VMware

Company

Infinity Consulting Solutions, Inc

Experience

2 to 4 Year(s)

Job Description

Helpdesk Analyst will utilize their customer service and technology skills to provide hardware, software, and network support for all corporate employees, distribution center, and retail store locations. The helpdesk analyst will be responsible for identifying, researching, and resolving level 0 and level I issues that come into the helpdesk either via our hotline, via email, or through instant message. Additionally, the helpdesk analyst will be responsible for escalating any issues to external vendors (network providers, hardware repairs, etc.) and also to internal partners (internal engineers, application support personnel).

Assignment will begin as soon as possible for 3 months with possibility to extend as needed.

JOB RESPONSIBILITIES:

Documenting trouble tickets to come into the helpdesk via phone, email or other sources

Analyze, troubleshoot and action all issues that come into the helpdesk from corporate, distribution center and store locations
Identify and escalate situations requiring urgent attention
Advice end users of action being taken in order to resolve the problem
Hardware Preparation

Prepare hardware for corporate, distribution center, field users and stores
Hardware includes laptops, desktops, point-of-sale and other various hardware devices that we deployed to our end user base
Keep track of all hardware movements through our asset management system
New Store Assistance

The technician will provide assistance to on-field service technicians that helps us to install hardware on site. The situations are common during store projects (remodels and new stores)
SSCM Management

Overall management of SSCM Distribution Points
Create machine/device catalogs and collections
Create, manage and consistently monitor software deployment packages, task sequences, operating system deployments (OSDs) and patch management for deployment via SSCM.
Create reports using the native SSCM reporting tools (Query in Console, Writing customer reports using SSRS are expected qualities in candidate).
Using PowerShell scripts in for task deployment and other data gathering
SCALA digital signage software that issued across our physical stores.

Manage our Ysoft printing management software and printer servers

Other software

KEY PERFORMANCE INDICATORS:

Number of Telephone Calls versus the number of tickets created.
Average time to resolve an issue
Keeping track of open tickets and following through on them to make sure that they are resolved
REQUIREMENTS:

EDUCATION

A degree in a technical or vocational school focusing on computer/software support
Bachelors degree is preferred
EXPERIENCE

2+ years of software and hardware support in the IT field
Experience supporting Microsoft-based environments
Experience with active directory
Basic understanding of TCP/IP network architecture
Prior experience working with end customers in the technical helpdesk type of environment
Prior experience working in our retail helped us support team would be consider a plus
SKILLS

Superior IT problem-solving skills
Providing support with a high level of customer service in mind at all times
Certifications that demonstrate your expertise in the technical support field: A+, Cisco CCNA, VMware and Microsoft certifications are plus.
Prior experience working with the retail management software or point-of-sale software would be considered a plus.