Sign in

Senior Helpdesk Analyst

vTech Solution Inc.
Columbus, Ohio, United States
December 07, 2018


Requirement Description:

HDA2 to help IT Automate and implement new technology to assist with keeping the desktop environment current and running optimally.

This position will function as a highly skilled HDA with specific responsibilities that include:

1. Good understanding of Desktop Support, imaging, complicated software transfers/swaps and all aspects of Software Licensing Services, understanding of print services and can diagnose performance issues. Able to troubleshoot and resolve complex computer performance issues.

2. Uses creativity and innovation to automate and streamline processes and procedures.

3. Understands customer support, likes to work with people and can ensure that the customer is satisfied.

4. Ability to troubleshoot in a high level systematic way. Ability to identify issues, research cause, and effectively remediate.

5. Must be available to work a standard 8-hour shift somewhere between the hours of 7AM and 5PM. Expect regular changes to either the earlier or later shift.

6. Must be punctual and reliable: Arriving at work on time is essential and required as this a Customer Service environment.

7. Act as the escalation point for high priority support issues.

8. Ability to interpret end user license agreements.

9. Have the ability to work independently and as part of a team, the ability to manage time and resources to meet assigned deadlines (Service Now Tickets).

10. Have strong understanding of prioritization stemming from the elicitation of system and/or user requirements (Software installation requests).

11. Have excellent organizational skills, proven analytical, planning, problem solving, and decision-making skills.

12. Call software and hardware vendors to request service regarding defective products.

13. Act as a subject matter expert for one or more custom or COTS applications.

14. Talk to programmers to explain software errors or to recommend changes to programs.

15. May work as in-house consultant and research alternate approaches to existing software and hardware when standardized approaches cannot be applied.

16. Test software and hardware to evaluate ease of use and whether product will aid user in performing work.

17. Write software and hardware evaluation and recommendations for management review

Mandatory Requirements/Time

1. 4-year college degree in field of specialty or equivalent education and experience combined

2. 3 Years’ I.T experience

3. 3 Years’ Troubleshooting experience

4. 3 Years’ experience documenting procedures

Desired Skills/Time

1. Service Now experience is desired.

2. Retail experience is desired

3. Service Desk experience is required.