IT Helpdesk Analyst - 6pm-Midnight M-F + rotating Sun 4pm-Midnight
Alphanumeric Systems, Inc - Raleigh, NC

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6pm-Midnight Monday thru Friday + rotating Sundays 4pm-Midnight


PAY - $10-$13/hr DOE

Position Summary:

- Provide IT Help Desk support to external customers and users
- Receive, document and track all incoming customer/user calls for immediate remedy and closure
- Utilize computer and database information to update incident status
- Serve as the single point of contact (SPOC) for incidents, including owning the call through closure

Essential Functions and Responsibilities:

- Provide IT service desk support to contracted clients
- Use defined procedures for responding to customer calls
- Collect information from caller and document data elements in designated tool
- Maintain records of all calls from customers using designated Service Management tool
- Provide detailed documentation of all steps involved in resolving customer issues
- Escalate issues to the appropriate department and personnel
- Investigate, examine, troubleshoot and solve hardware and software issues quickly
- Maintain a pleasant demeanor and attitude in the day-to-day communication and interface with customers
- Provide support and instruction for client products
- Perform all procedures based on Standard Operating Procedures (SOPS) with associated testing
- Update knowledge base for all clients
- Unlock and reset passwords for user accounts
- Resolve issues for clients using designated remote access tool
- Ability to have flexible schedule to assist in responding to emergency support issues and situations
- Other duties as assigned

Education and/or Experience:

- MUST be fluent in primary language of English with excellent written and oral communication skills
- Minimum 1 year of experience as an IT Help Desk Analyst or equivalent position
- Computer Science Degree highly preferred
- A+, Network+ and MOS certifications highly preferred

Computer Skills:

- Proficient in Windows, Microsoft Office Applications
- Basic keyboarding skills, ability to use mouse, multiple monitors, and touchpad

Communication Skills, Reasoning Ability and/or Mathematical Skills:

- Detail oriented with excellent time management skills
- Exceptional problem solving and organizational skills
- Excellent analytical and problem solving skills
- Excellent verbal and written communication skills

Alphanumeric Systems, Inc - 22 months ago - save job
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