Helpdesk Support
Prosum Technology Services - Los Angeles, CA

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Position Description:

The Supply Center Analyst provides first point-of-contact assistance to users with computer-related issues.

In this capacity, the Supply Center Analyst will: §

Serve as the first resource to Support Center customers with hardware/software requests; Provide solution-related consulting to customers; Minimize escalations and ensure request closure; §

Evaluate, research and resolve technical problems utilizing knowledge bases, documentation, and remote control applications; §

Identify and assist with service and process improvements; §

Update and document issues; Maintain departmental processes relating to document production, filing, and closing procedures; §

Stay current with technology, industry-related applications, upgrades and trends; §

Work overtime as required; Work shifts as assigned to support a 24x7 department, which may include evening, overnight, or weekend shifts; and §

Handle additional related projects as assigned.

Qualifications:

We are seeking candidates who have: §

Advanced proficiency in customer service practices and principles; §

Advanced to Expert proficiency in Windows Operating Systems; §

Advanced to Expert proficiency in Microsoft Office Suite; Expert proficiency in Microsoft Outlook; §

Advanced to Expert proficiency in troubleshooting desktop hardware/software; §

Advanced proficiency in call tracking applications or systems (Magic Help Desk, Symposium); §

Advanced proficiency in Remote access technologies (Citrix, RAS, VPN); §

Advanced proficiency in Inter/Intra/Extranet technologies; §

Advanced proficiency in Wireless PDA technologies (Palm, BlackBerry); §

Fundamental proficiency in Network topologies, including wireless networking; §

Fundamental proficiency in practice support/litigation support applications (Ringtail, LiveNote, Concordance, CaseMap); §

Fundamental proficiency in Document Management Systems (WorkSite); §

Associate’s degree (required); Bachelor’s degree (preferred); §

Microsoft Office Specialist [MOS] Certification (preferred; required within first year of employment); §

Help Desk Certification [HDI] (preferred; required within first year of employment); §

At least 2 years of technical customer service support experience (required) in a professional services or legal environment (preferred); §

At least 2 years of desk-side and hardware support experience (preferred); §

At least 1 years of professional services or legal environment experience (preferred);

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