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Help Desk Analyst I

Company: Integrated Resources, Inc
Location: Topeka
Posted on: June 23, 2022

Job Description:

Job DescriptionJob Description: Under general supervision, act as first contact for any computer, application or system-related problems and be able to provide direct, telephone based and remote control/diagnostic support services to include software, hardware, and network connectivity support to internal users on standard PCs, laptops, various mobile devices, Windows desktop applications and technologies including MS Office365, Outlook, Internet Explorer, Edge, Adobe Reader, VPN connectivity, printers, and applications developed and/or hosted in-house. Support is provided in a process-oriented environment with Service Level Objectives and specific focus on exceeding customers expectations by delivering quality customer service. With minimal supervision, uses technical expertise and established guidelines to complete routine and assigned tasks accurately and in a timely manner. Consistently uses courtesy while providing support to end users. Asks questions to gather information about the problem and listens carefully. Guides the user through diagnostic and resolution procedures, using clear and concise directions Resolves a variety of Help Desk ticket problems with good judgment, attention to detail, persistence, and in a timely manner. Documents, tracks, and monitors trouble tickets to resolution. Meets SLA requirements. Follows policies and procedure to ensure corporate data security. Executes and enforces user access guidelines and procedures. Demonstrates working knowledge of and troubleshoots configuration and connectivity to client/server and web-based enterprise applications and mobile-workforce applications. Responds positively and promptly to coworker requests for assistance. Participates in assigned projects, contributing to their accurate and timely completion. Communicates effectively with all levels of employees, both technical and non-technical. Mandatory Skills: Bachelors degree in a related field and 1 year recent experience in help desk operations. Associates Degree in a computer science-related field and 2 years recent experience in help desk operations. High School diploma and two years of demonstrated work experience on a Service Desk. Prefer CompTIA A or Net certifications. Education or training in ITIL, electronics, organizing, planning, decision making and effective communication skills preferred. Successful candidate must have more than two years of demonstrated job experience using basic writing, effective communications, training, and technical reading skills as well as skills in interpersonal relations, handling conflict, organizing, analyzing, planning, judgment, listening, decision making, cooperation, sensitivity to others, technical problem solving, and system troubleshooting. Knowledge of Windows 7 or Windows 8, and Microsoft Office is required. Candidate must be familiar with Incident Management software and processes, remote management tools, and has higher than average customer service skills. Experience with ServiceNow, Office 365, Citrix, and Mobile Device Operating Systems is preferred. In addition to normal office work conditions, candidate must have the ability to perform the physical activities of the job. Valid driver's license required.Desired Skills: RESUME HEADER MUST INCLUDE ; FULL LEGAL NAME, CURRENT LOCATION, AND CITIZENSHIP STATUS. This is a Monday through Friday position. Hours vary from 6:30a-5:00p (working eight-hour shift to cover core work hours). Will be required to work on-site 10 days a month and can be broken down during the week (3 days on-site x 2 days remote, 2 days on-site x 3 days remote, etc.)It is the managers preference to interview the candidates in-person. 2 REFERENCES WILL BE REQUIRED FOR SELECTED CANDIDATE PRIOR TO OFFER. Candidate will be required to report to their assignment for up to 1 or 2 weeks to receive the necessary equipment and training for this position. Once established this position will be working hybrid model. Reporting location will be TOPEKA, KS. Candidates should be located within 30-45 minute commute for this position. Candidate will need to have access to a phone and working internet connection in order to work remote. Candidate will be responsible for providing technical support and troubleshooting for internal customers. Proficient with Windows 10 support and troubleshooting. Majority of the support provided by this candidate will be over the phone. THERE WILL BE NO HANDS ON SUPPORT FOR USERS, ALL SUPPORT IS DONE REMOTE. This job is performed with little supervision and REQUIRES the candidate to work independently, multi-task and prioritize workload accordingly. Must be detail oriented and candidate must be able to effectively communicate with all levels of employees, including technical and non-technical in a timely manner. Candidate will be responsible for monitoring many applications for including Teams and Outlook. Candidate must be able to navigate between these applications as needed. Candidate should have proficient keyboarding skills with little to no errors (no less than 40WPM). (Position includes support at Wolf Creek, therefore candidate will need to be US Citizen and will be required to complete 2 background screenings. Mandatory supplier screening and will also process background for remote access for Wolf Creek). Bachelors degree in a related field and 1 year recent experience in help desk operations. Associates Degree in a computer science-related field and 2 years recent experience in help desk operations. High School diploma and two years of demonstrated work experience on a Service Desk. Candidate must be familiar with Incident Management software and processes, remote management tools, and has higher than average customer service skills. Experience with ServiceNow, Office 365, Citrix, and Mobile Device Operating Systems is preferred. Valid driver's license required.

Keywords: Integrated Resources, Inc, Topeka , Help Desk Analyst I, Professions , Topeka, Kansas

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