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Calance Job Opening

Job TitleHelp Desk Analyst - 100% onsite - ID:39096
Duration4 Months
Start DateASAP
Job SkillsSee note on comm skills and people skills Must be fully vaccinated • HS or College Degree with 2-4 years of experience
• Technical knowledge and aptitude in the areas of networks, network topologies, PC workstations (configuration and connectivity), remote network access, network file servers, applicable software and troubleshooting techniques
• Ability to understand and assist in solving network server problems or network infrastructure issues
• Excellent relationship building (people) skills and communication skills
LocationChicago, IL
Date Posted05/09/2022

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Primary Purpose of the Position
Provides prompt and accurate support to Client users, employing a high degree of customer service and technical expertise. Uses various techniques for resolving problems; escalates trouble tickets as necessary to specialized staff for resolution. Develops support methods and attends training sessions on an ongoing basis to keep skills sharp. Participates in team projects that enhance the quality of service. Has constant interaction with customers; therefore, must be effective in interpersonal communications and problem solving. Uses a high degree of patience and problem management techniques to resolve issues. Follows through on resolution with users. Adheres to established standards in resolving problems.

Critical Responsibilities
1. Respond to customer requests for support via telephone, e-mail, or walkups
2. Provide accurate and creative solutions to user problems in a timely manner
3. Assist in the resolution of user and support issues to ensure timely distribution of knowledge and positive impact on user satisfaction
4. Break/fix support of IT equipment (laptops, desktops, printers, smartphones, VTC equipment)
5. Properly run network and power cables
6. Maintain IT device inventories as instructed by Help Desk Manager.
7. Participate in ACD phone call rotation support
8. Proficient in supporting VTC related meetings and equipment
9. Assist in training end users

Important Responsibilities
1. Research and resolve issues in a timely manner in accordance with standards
2. Participate in root cause analysis
3. Escalate problems to appropriate teams based on established guidelines and procedures
4. Participate in team projects that enhance the quality or efficiency of service
5. Respond and resolve issues effectively and efficiently
6. Track unresolved calls
7. Create How To knowledgebase articles
8. Troubleshoot remote connectivity issues for traveling users and remote offices
9. Basic Systems Administration experience (Windows)


Knowledge, Skills, and Abilities
Relationship building (people) skills
Excellent communication skills (both verbal and written)
Excellent organizational skills, ability to take technical direction and ability to prioritize tasks
Strong understanding of distributed systems architecture and general knowledge of multiple technical disciplines
Technical knowledge and aptitude in the areas of networks, network topologies, PC workstations (configuration and connectivity), remote network access, network file servers, applicable software and troubleshooting techniques
Ability to understand and assist in solving network server problems or network infrastructure issues
Demonstrable experience in the first level support of laptop and desktop computers.
Demonstrated problem-solving skills
Ability to maintain a high level of client trust and confidence in the understanding of and concern for clients’ needs
Must possess a motivated and team player work ethic
Flexible work schedule

Core Competencies
Windows 7, 10
Basic Mac support
MS Office 365
Microsoft Outlook
Citrix support
Remote Access Client
VPN
Dell and Microsoft Desktops/Laptops
Sharp Printers/copiers
Smartphone support
Good understanding of TCP/IP
SCCM knowledge
Active Directory knowledge
Laptop/Desktop Imaging experience




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CONTACT US


ABOUT CALANCE


recruiting@calance.com
Mission Viejo, CA ~ (800) 732-4680
Atlanta, GA ~ (888) 732-4680


Calance is a global IT Services firm specializing in end-to-end solutions for Development, Managed Service,
Security, SAP, Project Control Integration and IT Staffing.Operating in the United States and India,
Calance helps clients bring their ideas and strategies to life through talent, technology and tenacity.


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