Help Desk Tier 1 Analyst

Help Desk Tier 1 Analyst

  Not Disclosed

  Remote, CA (100% Remote)

  6.0 Months

  Not Disclosed

  Not Disclosed

  Consulting

  $20/hour - $25/hour

Job Description

Description :

Help Desk Tier 1 Analyst

Provides Help Desk support for software applications on multiple operating systems or platforms by applying knowledge of software usage, features, and functions. Routinely leverages that knowledge to resolve the client customer issues and influence software direction.

Primary Responsibilities:

Monitors and responds to all customer requests for assistance, including email, phone and/or the default ticketing system.
Provides support on all product areas and handles all first line requests and customer issues in primary support areas.
Actively pursues problem resolution until the problem is resolved.
Proactively communicates carefully and effectively with customers and experts across the client during the problem resolution process.
Accurately documents and specifies information in the tracking system during the entire track life cycle.
Able to provide a written summary and resolution to the designated staff when the problem is resolved.
Creates and/or provides input into Knowledge Base articles as applicable.
Develops a comprehensive understanding of the customer’s business and IT objectives to ensure positive business outcomes for the customer and to assist in the expansion of the company footprint.
Tracks daily operational status of customer issues and provides briefings/updates as needed.
Collects and documents customer requirements for managed service requests.
Performs other duties as assigned.

Knowledge, Skills and Abilities

Excellent verbal and written communication skills
Ability to work well under pressure
Gives attention to detail
Able to handle deadlines in a multiple task environment
Fluent in using computer and a variety of software for communication
Ability to work flexible work hours


Education/Experience

Bachelor’s degree.
One to three years’ experience in a customer supporting role.
Experience in a 24x7 operational services or support environment


Preferences

Working knowledge of IT operations and support organizations.
Ability to set priorities and deliver objectives without the need of day-to-day supervision.
Must be a self-starter, work independently and be able to work well under pressure.

Note :

There are 2 positions available based on 2 different shifts:
First shift à 6am - 3pm EST (lunch 11-12) - 8 hours (1 hour for lunch).
Second shift à 9am - 6pm EST (lunch 12:30-1:30) - 8 hours (1 hour for lunch).
Remote .
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