Job Title : Help Desk Analyst
Help Desk Analyst
Location : Houston, TX
Houston, TX
Duration : 12 Month (Contract)
12 Month (Contract)
Job Description :
ESSENTIAL SKILLS REQUIRED :
Acts as first line of communication and support for all software, hardware, and telephone related issues.
Experience in troubleshooting computer / system issues or escalating to appropriate IT staff when necessary.
Able to clearly communicate with customers to resolve issues efficiently.
Monitor the ticketing system (Cherwell) to ensure tickets are addressed in a timely manner or assign to teams / users accordingly.
Follow-up on open service requests previously assigned.
Utilize available applications to provide remote support to end-users
Keep the team informed of issues that may be impacting services / performance.
Willing to learn and help with gathering information and maintaining inventory of equipment, etc.
Familiarize oneself with regularly used applications such as Cisco Communications and related software / VPN programs / Active Directory / Windows OS / Microsoft Office products.
Identify and create necessary documents for ways to improve services or processes
Able to run reports as requested for performance, auditing, inventory etc
Participate in IT Support projects including identifying technical requirements.
General Knowledge of DHCP, DNS and Network Infrastructure
Performs other duties as required.
Experience in multitasking in a fast paced environment
Experience in providing excellent customer service orientation.
Experience in effectively communicating verbally and in writing.
Experience in selecting and providing appropriate information to others.
Experience in acting as a spokesperson for the Service Desk.
Experience in working as team member on group projects.
Knowledge of the principles of determining the source of the problem while on the phone with customers in regard to desktop, network systems, or applications.
Knowledge of basic research techniques and applications using Google or Bing.
Knowledge of Microsoft applications software
SPECIFIC CERTIFICATION OR QUALIFICATIONS REQUIRED :
High school diploma
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