The Help Desk Analyst position provides first level problem determination, tracking and resolution or escalation for company owned systems.The ideal candidate will possess excellent customer service and communication skills and assist in delivering world class support to our associates in a collaborative, team environment.This is a dynamic environment which offers exposure to many technologies.Excellent communications skills are required.
Job Duties and Responsibilities
Essential Job Functions
The analyst will provide a single point of contact for all things technology. Assume primary responsibility for installation and initial support of all in-house technology and applications being used
Provide first level contact, documentation, incident management and resolution for all associates
Evaluate routine problem situations and determine which emergency operations or escalation procedures are required consulting with a supervisor as appropriate
Log all issues properly into the IT Service Desk management software
Place service calls or utilize depot maintenance on store equipment. This includes troubleshooting, dispatching service providers and/or maintenance shipping of hot spares by consulting with a supervisor
Provide professional, courteous, prompt, and accurate support and solutions to users
Continue to follow up with the customer providing updates as needed. If applicable, follow up with internal Company personnel or external vendor ticketing systems or contacts and provide the customer with necessary updates
Gather and document detailed problem information and troubleshooting steps
Utilize the internal Service Desk knowledge base and procedures. Share documented resolution information with team members so that future issues are resolved faster
Gain a working knowledge of systems used and standard operational procedures that are in place
If needed, work with IT on-call engineers and/or vendor support contacts to resolve technical problems
Must have good communications skills and the ability to understand and translate technical information to/from non-technical users
Identify end user training opportunities based on user issues reported through the Service Desk
Provide feedback to management on ways to increase first call resolution and customer satisfaction
Other duties as assigned
BS or BA degree in computer science, business administration or related work experience preferred but not required
2+ years in a professional IT organization, Helpdesk/Service Desk or Customer Call Center experience preferred
Excellent communication skills (verbal and written) required to interact with customers, provide support and solve problems
Experience with the following:
Microsoft Windows and Office (Outlook, Excel and Word)
Client browsing applications such as Internet Explorer, Chrome and Firefox
Apple/MAC skills a plus
Mobile device or Point of Sale support experience a plus
Skills and Abilities
Must be able to work independently and in a team environment
Has the desire and aptitude to investigate and learn about new technology and troubleshooting processes
Requires taking initiative and having sound judgment
Excellent communication skills (verbal and written) required interacting with customers, providing support and solving problems
Time management skills along with organizational skills are required to manage tasks simultaneously
Interpersonal skills required to deal politely, courteously, patiently and confidently with all personality types
Strong problem solving skills required
Must be detail oriented
Ability to follow documented procedures with minimal supervision
Must have typing skills to efficiently log all reported problems
Prior telephone experience preferred
Must be proficient in MS Word, MS Excel, MS Access, MS Outlook and Internet Explorer
Ability to work varied schedules including holidays, evenings and weekends
Have access to reliable transportation since work schedule requires prompt arrival time
Raeder Landree, Inc. (www.raederlandree.com) is a Pittsburgh based technical consulting and recruiting firm with its office located in the South Hills area of Pittsburgh, Pennsylvania. The Raeder Landree Team is very proud of the fact that we have been providing outstanding, quality-based Technical Solutions in the Pittsburgh/Cleveland/Akron/Youngstown areas since 1995.
Raeder Landree, Inc. pr...ovides Solutions expertise in Information Technology.
• Staff Augmentation (contracting)
• Direct Hire Placement
• Contract-to-Hire Option
Raeder Landree, Inc. works with clients to understand their unique business requirements and strives to become a valued proactive member of their team.
Candidates look to Raeder Landree, Inc. to provide opportunities to increase their technical expertise and career growth.
Current Client Industries being served:
• Heavy Metals
• Software Development
Our team of Account Managers and Recruiters are senior level professionals with over half the team having ten years or more experience with Raeder Landree, Inc. This experience is critical when working our Clients’ challenging engagements.
Raeder Landree, Inc. is very proud of its sourcing capabilities and maintains an active local proprietary database of over 50,000 professionals in the Pittsburgh/Cleveland/Akron/Youngstown areas with broad experience in many diverse environments. Our sourcing capabilities range from providing full project teams to a single individual resource to supplement our client's resident team.