Help Desk Analyst, Lebanon, VA
Opportunity supporting customers in a fast paced Help Desk/Service Desk Environment. Resolves technical problems and answers queries that originate by telephone, voice mail, or e-mail.
Resolves issues surrounding computer hardware, software, network, and telecommunications systems while demonstrating expertise in customer service and technical knowledge.
Records, maintains and updates records in the Incident Management system.
Performs analysis of problems and assist with corrective action to restore functionality, and works with technical, customer service or development staff to resolve recurring problems and issues with applications and/or products.
Documents and submits problem resolutions to the knowledge database in order to assist other Help Desk personnel with problem resolutions.
Service Desk provides 7x24x365 support including weekends and holidays.
High call volume
Prefer knowledge of Microsoft Office automation solutions, and a willingness to learn new tools and technologies and take on new responsibilities as assigned.
AA Degree is preferred.
Certifications: Certified Help Desk Professional, MCP, MCSE, A+, or certificate in related discipline is preferred.
2+ years of related experience is preferred.
Experience using Peregrine or similar trouble ticketing system is preferred.
Years of Experience 2 + IT or Call Center \ Customer Service or Combination
High School Diploma \ GED Required AA is preferred
Associated Degree or greater is preferred
Customer Service Experience is preferred
For this particular position US citizenship is requested.
Acro Service Corporation - 17 months ago