Help Desk Analyst

Job Description

Duration

6

Month(s) contract

Start date: ASAP

FULLY REMOTE -Work from home

You have to reside in NY or PA to be considered

Req Description

Top Skills Details

1. At least 1-2 years of end user support experience

2. Experience with password resets, using a ticketing system, Windows 7/10 and Microsoft Office Suite

3. High level customer service and communication skills are paramount. Experience having had to triage issues effectively

Tuesday through Saturday (2pm to 10pm) shift

Description

This will be joining our team who came on to help support various Go-Lives and were kept on to support the entire environment on the service desk

Windows 10/O365/Citrix/ServiceNow/Epic tech stack. Cisco Jabber/Finesse for calls

Summary:

Provides front line service for all IS customer incidents, requests and problems

Analyzes all incidents, requests and problems, and either resolves immediately, or collaborates with other IS teams or vendors to escalate appropriately.

Provides high level of customer service and technical expertise.

Position Responsibilities:

• Responds quickly and with exceptional level of service to all incoming customers.

• Carefully and adeptly analyzes each incident, request and problem.

• When possible, provides immediate resolution, else uses preliminary analysis and critical thinking to escalate item appropriately.

• Elicits information necessary to resolve customer incident, request or problem.

• Uses ITSM tool to document customer interaction and troubleshooting/resolution steps taken for each issue.

• Writes Knowledge Base articles for solutions as they are identified.

• Develops and maintains strong working relationships with other IS teams to facilitate collaboration on customer issues.

• Provides support to new team members.

• Assists with Problem Management tasks (communication, follow-up, etc.) during an active problem.

• Adheres to IS Business Practices and available for 24/7 support as needed.

Position Qualifications Required / Experience Required:

2 years of technical support experience plus two years of customer service experience.

Fundamental understanding of computer hardware and software principals and support.

Strong customer service approach required as well as ability to effectively multi-task.

Excellent written and oral communication skills along with the ability to interact in a professional manner with all levels of staff and management.

Required Education:

Technical certificate or Associates degree in IT may be acceptable in lieu of technical experience

Enterprise Req Skills

Password Reset,Remote Support,Ticketing System,Troubleshooting,Windows 7,Windows 10,Office 2016,Servicenow,Help desk support,Help desk,Service desk,Support

Job Title

Help Desk Analyst

Top Skills Details

1. At least 1-2 years of end user support experience

2. Experience with password resets, using a ticketing system, Windows 7/10 and Microsoft Office Suite

3. High level customer service and communication skills are paramount. Experience having had to triage issues effectively

Tuesday through Saturday (2pm to 10pm) shift

Worksite Address

Evesham Township,New Jersey,United States,08053

Remote work

Additional Information

Drug Test Required

true

Experience Level

Entry Level

External Communities Job Description

We are looking for eager help desk analysts to help support on of our largest Healthcare partners. Driven individuals with high level customer service, ticketing system experience, and at least one year of experience working on a help desk are ideal!

EVP

one of the leading health systems in the Philadelphia area. This is a great opportunity to gain experience in the healthcare industry and do so in support of an acquisition. historically puts high emphasis on technical professionals that have had past experience working for the health system. As the organization continues to grow, that could provide opportunity for people working on this project to secure other opportunities.

Additional Skills Tags

Help desk support,Help desk,Service desk,Support

Additional Skills & Qualifications

Minimum of a technical degree with an internship/year of experience in a help desk or desktop support environment

Interview Information

Interview with TEKsystems Account Management staff and possibly the selected team lead that will oversee the group of analysts.

Fully remote