Help Desk Analyst - Level II-Charlotte, NC
Oldcastle - Charlotte, NC

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Oldcastle Materials Inc

Job Requisition ID: 16635

Job Type: Information Technology

Work Time: Regular

City: Charlotte

State: North Carolina (US-NC)

Postal/Zip Code: 28217


Level II Help Desk Analyst

Provides support on a 24/7/365 Help Desk to customer’s end users for resolving problems with desktop hardware/software and office hardware/software. Creates Help Desk tickets and either resolves on his/her own or receive assistance from other team members. Assists with the rollout and implementation of new hardware/software as needed. The job requires above average people with excellent communication skills and a working knowledge of supported business systems.

Job Duties:
Provides support from start to completion for all desktop/server related issues including problem assessment/resolution. Performs software and hardware installation/configuration as directed by senior team members or as deemed necessary.

Responsible for manually logging all phone calls made to the Help Desk and ensuring that all issues are captured in the Help Desk software.

Routers/escalates issues using the Help Desk software.

Interface with 3rd party vendors when necessary.

Performs some analytical, technical and administrative work in the planning, design, and installation of new or existing processor based computer systems in a complex technical environment involving multiple computing platforms/technologies.

Follows documented procedures and utilizes the centralized tools to load images to computers. Is expected to document specialty installations for the team when encountered and may propose new procedures for improving work flow.

Keeps senior team members informed of unresolved issues or problems that may need special handling.

Assists in maintaining hardware and software asset inventory records with associated adds, moves, and changes, including procurement of associated hardware, software and software product registration.

Develops effective technical use documentation for end users as well as for technical installation documentation for team members.

Works closely with Help Desk management to identify and resolve issues according to SLA's.

CompTIA A+ or equivalent certification.

1 to 3 years professional help desk experience

Outstanding problem solving skills and ability to deal with multiple problems simultaneously.

Strong communication and inter-personal skills.

Excellent time-management skills is a must.

Must have scheduling flexibility (Rotating 24/7/365 Schedule)

PC Imaging experience is required.

Strong Break/Fix skills (both remote and hands-on) necessary.

Previous Symantec Altiris Help Desk Solution exposure a plus.

Oldcastle Materials Inc is an Affirmative Action and Equal Opportunity Employer

Oldcastle Materials Inc is part of the Oldcastlecareers™ network.

About this company
104 reviews
Oldcastle is the largest manufacturer of building products and materials in North America with more than 1500 locations and 35,000...