3rd Shift Help Desk Analyst
Buchanan Technologies - Grapevine, TX

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Buchanan Technologies is seeking a 3rd Shift Help Desk Analystat ourCorporate office in Grapevine, TX

Level 1 Help Desk Analyst

Position Description:

The Service Desk Analyst provides 24x7 network, hardware, and software support for various client communities which includes troubleshooting and resolving issues regarding LAN issues, application issues, server, AS/400 devices, desktop issues, mainframe issues, proprietary applications, mobile devices, and PC support in a Windows 98/2000/2003/XP/7/Vista environment.

Essential Duties/Responsibilities: *
  • Respond to telephone calls, email and personal requests for technical support in a fast, friendly manner and have the ability to explain technical situations to non-technical individuals *
  • Troubleshoot & support software applications, various hardware/software configurations and run appropriate testing & diagnostics *
  • Identify, research, and resolve technical problems and escalate problems to other support teams when necessary *
  • Document incidents/problems and clearly document the issue, troubleshooting steps taken, and comments in an incident management system. *
  • Work in a fast-paced environment, able to adapt to frequent change and be able to work a flexible schedule *
  • Work with diverse groups and individuals to set goals, establish priorities, and solve complex problems
Required Skills: *
  • Ability to demonstrate a solid understanding of basic network components and concepts *
  • Ability to provide support to end users on a variety of topics including Windows 98/2000/2003/XP/Vista, MS Office, printers, mobile devices, and email issues *
  • Mature, self-motivated, and professional with excellent written and verbal communication skills *
  • Strong problem solving/analytical abilities *
  • Strong commitment to quality customer service *
  • Ability to work independently as well as willing to follow direction and best practices *
  • Regularly demonstrates initiative in supporting the customer outside of expected job assignments *
  • Attention to detail and ability to multi-task talking to customers while performing technical computer work. *
  • Candidates must also be able to work any shift, holidays, and weekends
Experience/Education: *
  • Two or Four-year degree in IT-related field or equivalent experience in a Technical Support environment. *
  • Previous call center, customer service or technical support experience

Buchanan Technologies - 2 years ago - save job - copy to clipboard
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