Service Desk Analyst | Morrisville, NC

Service Desk

Location:

Morrisville NC (Onsite)

Responsibilities:

Provide hardware/software/network problem diagnosis/resolution via telephone/email/chat for customer's end users

Route problems to internal 2nd and 3rd level IT support staff

Coordinate and manage relationships with vendors and support staff that provide hardware/software/network problem resolution

Administer and provide User account provisioning

Use the Incident Management System to document and manage problems and work requests and their respective resolutions and circumvention's

Responds to telephone calls, email, instant messages, and assigned tickets from users;
Assign work orders/incidents to appropriate support teams and follow up until closure

Respond to, and diagnose, problems through discussions with users, including problem recognition, logs, research, isolation, resolution, and follow-up steps;
Provide level 1 remote desktop support and perform other activities based on SOPs

Perform user account management activities

Escalate complex problem to appropriate support specialists

Responsible for activities relating to the evaluation, analysis, and setup of PC-based software products (e.g., word processors, spreadsheets, presentation graphics, database management systems, electronic mail, and communications)

Troubleshoot client software and basic network connectivity problems

Identify, evaluate and prioritize customer problems and complaints

May train users and operators on a limited basis and/or may write training procedures

Participate in on-going training and departmental development

Routine maintenance updates with other IT staff and business units

Provide all required documentation including standards, configurations and diagrams

Provide knowledge transfer of EUC operations

Technical Requirements:

Phone support experience necessary

Technical helpdesk or technical call center experience is necessary

Disciplined, systematic problem solving skills required

Hands-on work experience with the following:

Windows Operating systems

Clients:
Windows7, Windows Vista, Windows XP, Windows 2000

Servers:
Windows 2000, Windows 2003, Windows 2008

Knowledge of Active Directory, Exchange 2003/2007

ITSM ticketing tools such as Remedy, Client Service Center, client Service Center

User account creation for Active Directory, Exchange Mailboxes, Distribution lists

Remote desktop connectivity applications like SMS, Bomgar, Web Ex, Live Meeting, and Windows Native tools

MS Office Suite (XP, 2003, 2007): MS-Word, MS-Excel, MS-PowerPoint, MS-Outlook, MS Project, and MS Visio

Internet browsers (e.g. Explorer, Chrome, Firefox)

VPN and remote dial-in users

Support for laptop, desktops, and printers

PDA and blackberry support

Others:
Adobe Acrobat and other common desktop applications like Winzip, etc

Soft Skills:

Excellent communication and conversation skills (Verbal and Written)

Good documentation skills

Good working knowledge of MS OFFICE (Including MS Project and Visio)

Should have a great customer handling skills

Able to handle unforeseen situations

High level of acceptance

Other Skills /

Experience:

Ability to successfully provide hardware/software/network problem analysis and resolution support over the phone

Personal dedication to providing high quality, superior service at all times. Ability to finish what is started is a must

Ability to integrate as a cross-functional, team player in a fast-paced environment where all information is shared

Ability to learn new information quickly and the willingness to do so at all times

Ability to work flexible hours from time to time to cover for other help desk staff and to be on call via pager during the week

Customer Focus

Teamwork

Technical Expertise

Interpersonal Effectiveness

Concern for Order and Quality

Years of

Experience:

Total: 3-4 yrs of University education post High school (B.Sc. or Diploma)

Relevant: 2 - 3 years of help desk, voice customer service, and support experience with problem solving involving hardware, software, and networks.

Certification requirements:

Preferred MCP/MSCE/MSCA or HDI CSS or Cisco certification

ITIL knowledge of V2 or V3 especially on Service Desk, Incident, Problem, and Change Management preferred

Notes:

All qualified applicants will receive consideration for employment without regard to race, color, religion, religious creed, sex, national origin, ancestry, age, physical or mental disability, medical condition, genetic information, military and veteran status, marital status, pregnancy, gender, gender expression, gender identity, sexual orientation, or any other characteristic protected by local law, regulation, or ordinance.

Benefits:
Danta offers a compensation package to all W2 employees that are competitive in the industry. It consists of competitive pay, the option to elect healthcare insurance (Dental, Medical, Vision), Major holidays and Paid sick leave as per state law.

The rate/ Salary range is dependent on numerous factors including Qualification, Experience and Location.