Senior Help Desk Analyst
Allconnect - Utah - Saint George, UT

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DESCRIPTION

Allconnect is the leading provider for connecting consumers with household services including satellite TV, cable TV, Internet, phone, home security systems, and natural gas and electric utilities. The company offers a convenient and objective one-stop source to compare providers and pricing, whether consumers are moving or simply wanting to ensure they have the best plan for their budget.

Founded in 1998, Allconnect has connected millions of people through its partnerships with more than 30 of the nation's largest and most respected utility companies and hundreds of service providers. Allconnect employs more than 750 associates and is headquartered in Atlanta, Georgia, with offices in St. George, Utah, Danville, Virginia, and Lexington, Kentucky.

The Senior Help Desk Analyst will assist in supporting a geographically dispersed user base in a multi-operating system environment (mainly Windows) with Dell PCs/laptops, Avaya phones and Dell printers.

DUTIES

  • Provides expert and creative solutions to user problems of complex nature to ensure user satisfaction and productivity
  • Coordinates user and support issues among corporate sites to ensure timely distribution of knowledge and positive impact on user satisfaction and productivity
  • Researches, resolves, and responds to highly complex questions in accordance with current standards.
  • Acts as the highest level of escalation for user problems within the help desk.
  • Develops and directs projects to improve help desk support capability
  • Acts as a consultant and resource to the Help Desk Manager
  • Demonstrates an awareness of impact on relevant support issues on a companywide basis
  • Experience providing application assistance to customers via phone and e-mail.
  • Experience working in demanding deliverable driven team environment
  • Demonstrated capability to work with little management oversight, must have strong personal initiative
  • Understands how to use remote support technology
  • Report system and network issues to SME for analysis and trending of bandwidth and network system/security incidents
QUALIFICATIONS

  • 8 years of IT experience
  • 5 years of helpdesk experience (Tiered support)
  • 2 years of server side experience on a Microsoft platform
  • 4 years of physical hardware replacements and troubleshooting
  • Bachelor's Degree strongly desired
  • Certifications strongly desired (CompTIA A+)
  • Dell PC and laptop hardware
  • Install software and configure computerized equipment for use
  • Understand Outlook, Microsoft Office
  • Familiar in supporting mobile devices using MDM.
  • Proficient in Active Directory
  • Ability to work in a metric based environment
  • Familiar with LANDesk or equivalent
  • Familiar with ITIL Foundation
  • Polished documentation skills
  • Understands importance of time lines and critical issues
  • Professional verbal skills
  • Must possess the ability to make decisions based on business needs *Provides expert and creative solutions to user problems of complex nature to ensure user satisfaction and productivity
  • Coordinates user and support issues among corporate sites to ensure timely distribution of knowledge and positive impact on user satisfaction and productivity
  • Researches, resolves, and responds to highly complex questions in accordance with current standards.
  • Acts as the highest level of escalation for user problems within the help desk.
  • Develops and directs projects to improve help desk support capability
  • Acts as a consultant and resource to the Help Desk Manager
  • Demonstrates an awareness of impact on relevant support issues on a companywide basis
  • Experience providing application assistance to customers via phone and e-mail.
  • Experience working in demanding deliverable driven team environment
  • Demonstrated capability to work with little management oversight, must have strong personal initiative
  • Understands how to use remote support technology
  • Report system and network issues to SME for analysis and trending of bandwidth and network system/security incidents

Allconnect - Utah - 18 months ago - save job - - block
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