Vacancy expired!
Atrilogys' direct client is looking for a Help Desk Analyst II to join their team in Los Angeles, CA. This is a Full Time Direct Hire opportunity. Title: Helpdesk Analyst II Location: Los Angeles, CA Duration: Direct Hire WHAT IS THE OPPORTUNITY? Provides quality colleague support to the organizations departments and appropriate operating units to meet their technology needs. Applies understanding and knowledge of technology products and services to assist colleagues. Recognizes, research, isolates, and resolves technology issues. Coordinates referrals to appropriate technical, professional or service personnel for appropriate services, repairs, training, and follow-up. Ensures quality customer service. WHAT WILL YOU DO?
- Responds to, resolves, tracks, and coordinates all support phone calls, voice mail, CHAT and e-mail inquiries to the Service Desk. Evaluates internal inquiries, Incidents and Service Request
- Provides coordination in the areas of password administration, basic software and hardware, communications, telecommunications, policies and procedures
- Identifies incidents and/or escalates to appropriate area within the Company, outside vendors, as applicable, for resolution
- Documents, logs and tracks incidents. Ensures efficient response and quality customer service. Adheres to defined Incident Management procedures including escalation/notification through closure
- Fosters and maintains good relationships with colleagues to ensure that processes are integrated to support customer service levels
- Evaluates and resolves telephone, email and CHAT inquiries
- Analyzes moderately complex inquiries and determines appropriate technical area to resolve the problem
- Under general direction, follows established procedures and applies general technical standards and concepts
- Resolves or coordinates Incidents of moderate scope and complexity
- Provides first level phone support and coordination
- Escalates more complex Incidents to the Lead
- H.S. Diploma or equivalent
- Minimum 3 years' experience working with desktop and server operating systems, including Windows XP required
- Minimum 3 years application support experience with Microsoft applications including Office and Outlook required
- 3 Years customer service experience
- 2 Years of ServiceNow experience
- AA degree or equivalent trade school certification preferred
- Must have working knowledge and understanding of Windows/MAC operating systems, applications and products utilized by the organization
- Strong knowledge and proficiency in MS Office applications
- Must work autonomously and be a self-starter
- Excellent planning, organizational, interpersonal, and verbal and written communication skills
- Excellent problem solving skills
- IT staffing and placement such as Project Managers, Agile/Scrum Masters, Business Analysts, DBAs, Software Engineers, Mobile Developers (iOS, Android), DevOps, Automation, QA, Systems & Network Engineers, Cyber Security / Information Security Specialists, ERP, CRM, Business Intelligence, Data Warehousing, Big Data and Creative (UI/UX, Web Design)
- Operational staffing and placement of Accounting/Finance, Human Resources, and Marketing professionals, as well as Information Technology resources.
Vacancy expired!