Vacancy expired!
Our client, a leading provider of computing, applications management, IT procurement, network, and telecommunications services to public organizations, is looking to hire a Help Desk Analyst I.
Key Responsibilities and Requirements. Under direct supervision, assists customers with tier one issues or forwards to second tier support for issues beyond their subject matter expertise. Works and communicates with state employees, internal customers, and/or external customers to provide information and services targeted to meet customer expectations Utilize Service Desk application for managing IT requests. Support and troubleshoot laptops, desktops, IP Phone, cell phones and various applications. Serve as the first point of contact for end-users seeking technical support via phone, email, and/or chat channels. . Ticket concerns will be IT in nature and related to systems, software, or hardware Monitor and respond quickly and effectively to requests received through the Helpdesk ticket board and escalate unresolved issues to the next level of support Perform basic remote or in person troubleshooting by walking customers through problem-solving processes and probing questions Utilize excellent customer service skills to build rapport with end-users and maintain positive client communication Ability to correctly assess a situation, come up with a logical resolution and seek assistance if required Must be able to multi-task in a Microsoft Windows environment and utilize multiple programs for troubleshooting. Must be a flexible, independent, self-motivated problem solver who enjoys working in a fast-paced environment. MS Office and Microsoft 365 troubleshooting experience. VPN remote access configuration & troubleshooting experience. Requires some experience troubleshooting infrastructure and network related issues. Responsible for maintaining Active Directory accounts (activating, de-activating, creating, and managing AD user groups and security levels. Familiar with SharePoint, Teams, and OneDrive Have a basic knowledge in Azure Excellent customer service skills and the ability to communicate effectively in oral and written form with technical and non-technical clients. This position is a temporary replacement for a staff member on extended leave. This engagement could be extended depending on staff return date client IT utilizes a hybrid work from home environment and requires IT team members to be in the physical work site 2 scheduled days per week. Additional days may be required on short notice for training and user support purposes High school diploma or GED AND Six months of experience handling customers, questions, complaints, and/or providing information.Who is Calance?Calance is a global IT company with operations in the United States, Canada and India. Over the years, Calance has grown organically and has acquired numerous successful IT Services firms along the way. As a result, the company today is a mix of diverse cultures, talents and expertise that collaborate globally to bring our best capabilities and thinking to clients. Calance also offers benefits which includes Medical, Dental, Vision care and 401K.Calance - the place to grow.www.calance.comVacancy expired!