Help Desk Analyst

JOB OBJECTIVE :

As a first contact IT representative, respond to user calls and inquiries to facilitate the timely resolution of incidents and completion of requests for service.

Create a positive customer support experience and build rapport and trust with users of IT products and services.

ESSENTIAL FUNCTIONS :

• Respond to incoming user phone calls and walk-up requests.
• Provide First-level support of various technology hardware and software issues and requests.
• Troubleshoot technology issues to resolution or escalate in accordance with defined procedures.
• Triaging incoming incidents and requests then routing to appropriate support team.
• Document user interactions, actions taken, and resolutions within the ticketing management system.
• On behalf of IT users, follow up with support teams regarding the status and expected completion of incidents and requests.
• Follow up with IT users to gather more information, confirm their issue was resolved, or ensure the requested service was provided.

OTHER FUNCTIONS :

• Coach users on the installation and use of company provided technology hardware and software.
• Research issues and / or interact with co-workers to find solutions.
• Recommend improvements to the IT Service Desk operations, standards, and procedures.
• Participate in the "on-call" rotation as necessary and when assigned.
• Other duties as assigned.

KNOWLEDGE, SKILLS AND ABILITIES :

• Associate Degree in Computer Science, Business Administration, or related fields preferred
• ITIL Certification or knowledge of IT Service Management processes desired
• Effective customer service skills, including active listening. conflict resolution, decision-making, and negotiation.
• Effective verbal, phone, written, and interpersonal communication skills
• Highly productive, patient, and dependable
• Quick to adapt and eager to learn
• Capable of working within a team environment, sharing workload and responsibilities as necessary
• Capable of keeping corporate and job-related information confidential
• Technical and analytical skills including computer hardware and working knowledge of Microsoft operating systems and Microsoft Office software
• Familiarity with mobile device hardware and operating systems (iOS / Android)
• Able to lift 30 pounds and perform physical tasks related to moving and installing technology related equipment
• Capable of working from home.
• Able to work overtime as needed.

Vaco values a diverse workplace and strongly encourages women, people of color, LGBTQ+ individuals, people with disabilities, members of ethnic minorities, foreign-born residents, and veterans to apply.

EEO Notice

Vaco is an Equal Opportunity Employer and does not discriminate against any employee or applicant for employment because of race (including but not limited to traits historically associated with race such as hair texture and hair style), color, sex (includes pregnancy or related conditions), religion or creed, national origin, citizenship, age, disability, status as a veteran, union membership, ethnicity, gender, gender identity, gender expression, sexual orientation, marital status, political affiliation, or any other protected characteristics as required by federal, state or local law.

Vaco LLC and its parents, affiliates, and subsidiaries are committed to the full inclusion of all qualified individuals. As part of this commitment, Vaco LLC and its parents, affiliates, and subsidiaries will ensure that persons with disabilities are provided reasonable accommodations.

If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and / or to receive other benefits and privileges of employment, please contact HR@vaco.com .

Vaco also wants all applicants to know their rights that workplace discrimination is illegal .

By submitting to this position, you agree that you will be giving Vaco the exclusive right to present your as a candidate for the foregoing employment opportunity.

You further agree that you have represented information about yourself accurately and have not affirmatively misrepresented your qualifications.

You also agree to maintain as confidential, to the fullest extent permitted by law, any information you learn from Vaco about the position and you will limit disclosure of information about the position only to the extent necessary to perform any obligations in furtherance of your application.

In exchange, Vaco agrees to exercise reasonable efforts to represent you through all solicitation, job screening and resume dispersal.

Privacy Notice

Vaco LLC and its parents, affiliates, and subsidiaries ("we," "our," or "Vaco") respects your privacy and are committed to providing transparent notice of our policies.

• California residents may access Vaco's HR Notice at Collection for California Applicants and Employees here .
• Virginia residents may access our state specific policies here .
• Residents of all other states may access our policies here .
• Canadian residents may access our policies in English here and in French here .
• Residents of countries governed by GDPR may access our policies here .

Pay Transparency Notice

Determining compensation for this role (and others) at Vaco depends upon a wide array of factors including but not limited to :

• the individual's skill sets, experience and training;
• licensure and certification requirements;
• office location and other geographic considerations;
• other business and organizational needs.

With that said, as required by local law, Vaco believes that the following salary range referenced above reasonably estimates the base compensation for an individual hired into this position in geographies that require salary range disclosure.

The individual may also be eligible for discretionary bonuses.