| |
|
Helpdesk Analyst
To match the growth in our client base, Sentrx has expanded its support services. We seek two Helpdesk Analysts to cover the hours of 7 am to 3 pm and 12 to 8 pm. The position reports to the Director of IT Operations.
Responsibilities:
- Respond to calls from internal employees and external clients
- Monitor voicemail and email for support requests
- Enter tickets in the helpdesk application
- Classify the tickets and help resolve or escalate them
- Review problem tickets and respond to users within established standards
- Resolve open tickets in a timely and professional manner
- Manage escalation process
- Organize, maintain and manage hardcopy documentation
- Provide desktop, laptop, printer, software troubleshooting services
- Document procedures to correct recurring problems
- Assist in development of helpdesk content for company intranet
- Install/test new software and hardware
- Develop, maintain and deploy desktop and laptop standard configurations
- Participate in quality assessment reviews and audits, as required
Requirements:
- Bachelor's degree (BA or BS) from college or university
- One to two years of related experience and/or training; or equivalent combination of education and experience
- Strong, hands-on helpdesk background, including software and hardware troubleshooting skills
- Knowledgeable in Microsoft Office, Microsoft Windows XP/2000/NT Exchange 5.5/2003, and Internet applications
- Ability to rapidly learn custom applications and new software introduced
- Excellent interpersonal and organizational skills
|
|
| |
|
|
|
|
 |
|
|
|
