IT Support Analyst -Level I Opening

Posting Details Title

IT Support Analyst
-Level I Helpdesk

IT Support Analyst will provide excellent customer service through incoming phone calls to the IT Service Desk while assisting customers with routine incidents and routing tickets to appropriate teams.

• Demonstration of excellent customer service skills with frequent customer interaction.
• Will answer all incoming technical phone calls through the Service Desk and gather appropriate information;quickly gain the skill to interpret and differentiate incoming customer technical requests, questions, concerns, incidents and in turn have a strong knowledge and understanding of how to direct / expedite these requests onto the appropriate support teams to achieve resolution.

• Use procedures, policy, knowledge base information, and other reference materials to provide incident resolution and closure for routine user problems;
  Route tickets for issues which cannot be resolved at Level 1 to the appropriate group.

• Assist with coordination of third party support technicians via telephone and email to schedule on site visits for hardware/software issues.
• Assist customers via phone regarding status of active service desk tickets.
• Open / properly categorize tickets using Microsoft Dynamics CRM case management system for reported issues.
• Document detail of customer interactions accordingly and provide follow up as needed.
• Escalate reported issues to the appropriate service desk tier / management for diagnosis and resolution.
• Act as backup administrator for monitoring of the Service Desk email.
• Train on an as-needed basis
• Complete miscellaneous projects/duties as assigned by management

Associate's degree (A.

A.) or equivalent from two-year college or technical school; or six months to one year related experience and/or training; or equivalent combination of education and experience.

• Must be a self-starter who can work well with people at all levels both in a professional manner.
• Superior listening skills – Ability to listen carefully and understand a customer’s situation clearly in order to help them.
• Strong customer service skills – Ability to properly handle customer requests, concerns, etc. in a patient, helpful and professional manner.
• Strong interpersonal skills – Ability to create positive interactions with customers and peers.
• Strong written and oral communication skills.
• Ability to work independently or within a team to efficiently and effectively resolve customer concerns or issues.
• Ability to manage and prioritize multiple issues.
• Excellent organizational and time management skills.
• Ability to adapt easily to a constant changing environment.
• Understanding of basic computer/network concepts and experience in Microsoft Office applications including but not limited to MS Word, Excel, Power Point, and Outlook
• High call volume experience.