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Service Desk Analyst 1

Company Name:
CareCore National
Job Description:
The Service Desk Analyst is responsible for providing Tier 2 support, escalation of issues from Junior level Help Desk staff and open incidents submitted to the help desk. Provide support to staff on all company supported applications. Troubleshoot computer problems and determine source, and perform overall root cause analysis to find solutions for known issues. This position also requires the ability to provide initial support and troubleshooting, data collection for issue escalation, and the ability to install systems and updates. The Service Desk Analyst should also be able to think "out of the box", increased energy, indentifying trends and collaborate with others to provide solutions to the organization.
Answer staff questions in person, via phone, or via email on all company supported applications.
Ability to evaluate overall impact of incidents reported to help desk.
Responsible for Account Access Management (account creation, account permissions, termination of accounts)
Monitor and resolve tickets in logged by end users in the Incident Management System
Record request/issue and document steps taken in the Incident Management System.
Provide Support to Tier 1 Helpdesk Agents
Able to identify and organize tickets according to priority.
Troubleshoot computer problems.
Perform Call Backs as directed by Supervisor
Maintain & Update Wiki site with Help Desk How to documentation & Processes.
Provide Tier 2 support to High touch customers
Special Projects as assigned by Supervisor/Management
Determine source of computerproblems ( hardware , software, user access, etc.).
Advise staff on appropriate action to resolve issues
Serve as liaison between staff andthe technology department to resolve issues.
Document resolutions for future reference
Creates a positive customer support experience and builds strong relationships through deep problem understanding, ensuring timely resolution or escalation, communicating promptly on progress, and handling customers with a consummately professional attitude
Provide timely feedback to end-users when problem is not resolved immediately
Follow-up with customer before closing the case/ticket to verify successful resolution
Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware and configuring systems and applications
Must be able to lift and maneuver up to 50 lbs without assistance
Other duties as assigned, including on call assignments (see internal policy).
, External Job Requirements:
Must be able to work from 4:00 pm - 12:00 pm Monday - Friday
Associates degree in Information Technology, or equivalent combination of education, certification and experience.
One or more industry certifications from Comptia, Microsoft, Apple, or Cisco.
2+ years experience in a high-traffic customer service setting
Other Specific Knowledge, Skills, and Experience required:
Must foster and maintain a positive and team oriented attitude
Excellent verbal and written communication skills
Excellent customer service and telephone skills
Balanced analytical and intuitive troubleshooting approach
Ability to prioritize and work efficiently under pressure
Ability to assume ownership of an issue and see it through to resolution
Expert knowledge of computer hardware, software, and peripherals
Advanced proficiency with current Microsoft client operating systems, (i.e. XP, Seven, Eight)Intermediate understanding of computer
familiarity with Active Directory and related user and computer management tasksBasic understanding of Active Directory Group Policies
Working knowledge of an enterprise disk imaging software such as Symantec Ghos
tFamiliarity with Macintosh operating systems is desirable.
Requisition Number: 506
City: Bluffton
State: South Carolina
Job Title: Service Desk Analyst 1
Area of Interest: Information Technology

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