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Job Description & How to Apply Below
The Help Desk Analyst role is responsible for providing Level 2 technical assistance and support for incoming calls and issues related to computer systems, software, and hardware. In addition, the Help Desk Analyst role may require traveling to install and/or repair computer hardware and software. This is a full-time position with 10 Hour Shifts 7:30 to 6:00 pm 4 rotating days per week.
On call every 4 weeks for 1 week and overtime as dictated by business needs. Strong analytical, written, and verbal skills are required to not only communicate effectively but allow the “the customer” to have a positive experience walking/working through the problem-solving process.
- Responsible for receiving and providing Level 2 technical support via telephone to both stores and field techs
- Document all required information within internal ticketing systems
- Recognize trends and offer suggestions for improvement
- Ensure issues are resolved and tickets are closed within SLA guidelines
- Provide a wide range of support to the entire organization
- Provide assistance installing network hardware and software and make needed upgrades and repairs
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