Description:Help Desk Analyst - 1+ year of field experience. 2-year associates degree or equivalent technical study.The Help Desk Analyst performs the skills listed belowProvides technical assistance, support, and advice to end users for hardware, software, and systems via phone.Investigates and resolves computer software and hardware problems of users.Answers questions, applying knowledge of computer software, hardware, systems, and procedures.Talks with technical and non-technical co-workers to research problem and find solution.Asks user with problem to use telephone and participate in diagnostic procedures, using diagnostic software or by listening to and following instructions.Create and escalate Remedy trouble tickets to Tier 2 Service Desk staff and/or 3rd Party Service Providers as needed to ensure resolution.Follow quality standards and displays strong customer service skills.Able to work in a team environment.Complete assigned tasks.Excellent communication skills; both written and spoken.Reset or restore mainframe, LAN and User IDs and passwords through RACF or Active DirectoryDiagnose and coordinate the repair of products by dispatching and tracking the work of appropriate Service Providers.Research and update, as needed, reference publications and diagnostic aids to seek information necessary to resolve end user issues.Required Skills:Experience with call tracking and ticketing softwareAttentive to details and ability to be resourceful (using supplied documentation)Ability to support users with limited knowledge of computers, software, hardware, and systemsAbove average communication skills and telephone manner.Excellent organizational skillsBasic User & Security Group Active Directory administrationStrong knowledge of Microsoft based operating systems with emphasis on Windows 7 and Office 365Experience with using and troubleshooting Office 365 within a network environment (permissions, calendar sharing, delegation)You will be a self-motivated achiever who gains satisfaction from providing excellent customer service1+ years previous IT Service Desk and/or Call Center experience required.Skill - Required / Desired - Amount of Experience1+ years' previous IT Service Desk and/or Call Center experience required - Required - 1 YearsExperience with call tracking and ticketing software - Required - 1 YearsAttentive to details and ability to be resourceful (using supplied documentation) - Required - 1 YearsAbility to support users with limited knowledge of computers, software, hardware and systems - Required - 1 YearsAbove average communication skills and telephone manner. - Required - 1 YearsBasic User & Security Group Active Directory administration - Required - 1 YearsStrong knowledge of Microsoft based operating systems with emphasis on Windows 7 and Office 365 - Required - 1 YearsExperience with using and troubleshooting Office 365 within a network environment (permissions, calendar sharing, delegation) - Required - 1 YearsExcellent organizational skills - RequiredYou will be a self-motivated achiever who gains satisfaction from providing excellent customer service - RequiredNotes:Saturday work from 8 AM - 12 PM is scheduled for once a quarter and management will give at least two weeks’ notice beforehand. VIVA is an equal opportunity employer. All qualified applicants have an equal opportunity for placement, and all employees have an equal opportunity to develop on the job. This means that VIVA will not discriminate against any employee or qualified applicant on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status
Description:Help Desk Analyst - 1+ year of field experience. 2-year associates degree or equivalent technical study.The Help Desk Analyst performs the skills listed belowProvides technical assistance, support, and advice to end users for hardware, software, and systems via phone.Investigates and resolves computer software and hardware problems of users.Answers questions, applying knowledge of computer software, hardware, systems, and procedures.Talks with technical and non-technical co-workers to research problem and find solution.Asks user with problem to use telephone and participate in diagnostic procedures, using diagnostic software or by listening to and following instructions.Create and escalate Remedy trouble tickets to Tier 2 Service Desk staff and/or 3rd Party Service Providers as needed to ensure resolution.Follow quality standards and displays strong customer service skills.Able to work in a team environment.Complete assigned tasks.Excellent communication skills; both written and spoken.Reset or restore mainframe, LAN and User IDs and passwords through RACF or Active DirectoryDiagnose and coordinate the repair of products by dispatching and tracking the work of appropriate Service Providers.Research and update, as needed, reference publications and diagnostic aids to seek information necessary to resolve end user issues.Required Skills:Experience with call tracking and ticketing softwareAttentive to details and ability to be resourceful (using supplied documentation)Ability to support users with limited knowledge of computers, software, hardware, and systemsAbove average communication skills and telephone manner.Excellent organizational skillsBasic User & Security Group Active Directory administrationStrong knowledge of Microsoft based operating systems with emphasis on Windows 7 and Office 365Experience with using and troubleshooting Office 365 within a network environment (permissions, calendar sharing, delegation)You will be a self-motivated achiever who gains satisfaction from providing excellent customer service1+ years previous IT Service Desk and/or Call Center experience required.Skill - Required / Desired - Amount of Experience1+ years' previous IT Service Desk and/or Call Center experience required - Required - 1 YearsExperience with call tracking and ticketing software - Required - 1 YearsAttentive to details and ability to be resourceful (using supplied documentation) - Required - 1 YearsAbility to support users with limited knowledge of computers, software, hardware and systems - Required - 1 YearsAbove average communication skills and telephone manner. - Required - 1 YearsBasic User & Security Group Active Directory administration - Required - 1 YearsStrong knowledge of Microsoft based operating systems with emphasis on Windows 7 and Office 365 - Required - 1 YearsExperience with using and troubleshooting Office 365 within a network environment (permissions, calendar sharing, delegation) - Required - 1 YearsExcellent organizational skills - RequiredYou will be a self-motivated achiever who gains satisfaction from providing excellent customer service - RequiredNotes:Saturday work from 8 AM - 12 PM is scheduled for once a quarter and management will give at least two weeks’ notice beforehand.
(Please ensure email matches your resume email)
(document types allowed: doc/docx/rtf/pdf/txt) (max 20MB)
By submitting this form, you are consenting to the VIVA team contacting you via Phone/Email