Job Title : Help Desk Analyst
Location : Houston, TX
Duration : 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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