L1.5 Help Desk Analyst -

Location - in Weldon Springs, MO – Tuesday – Thursday is our in-office days.

Wednesday everyone is in office. Tuesday and Thursdays we rotate.

Position is day shift (1st or 2nd) - depending on the schedule would work between the hours of 7am to 6pm, Monday through Friday

Once they are fully trained, there will be rotational on-call weekend support - minimal

Manager Notes

Seeking 2-6 years of experience

2 openings due to growth

This is a “stepping stone” team with huge growth potential.

If they don’t have previous enterprise experience they really struggle

Drive and Energy are key, can’t take short cuts, think out of the box, coachability, energy level up, enterprise experience.

Day to Day! Day shift is very busy, multi-tasking, working through multiple channels, have new phone calls, emails, open tickets, sending chat messages on the side, etc. In the office, some people may walk up. Prioritizing is key

Helpdesk 1.5 – routing is still something they do, but they also do a lot of troubleshooting, actioning, work closely with workstation team.

Day Shift ticket volume– 45+ opening tickets, Close 25+ tickets.

Evening shift ticket volume – 30 open tickets, 15 closing tickets.

Currently only two people on the night shift.

Everyone will work normal business hours during training. Candidate should be prepared to be in office while in training for 2 weeks.

Culture fit and personality is everything - customer service attitude

Manager likes people who OVERCOMMUNICATE – as soon as there is a situation or even a “just in case” let her know at the time of the occurrence, not 5 minutes before your shift.

SKILLS AND ABILITIES: The more the better

A+, Network & Microsoft Certified Desktop Support Technician is a plus

Proficient with Windows desktop environment (Win 10 & Microsoft Office) and MACs

Basic TCP/IP networking

VoIP Telephony

Windows Terminal Server end user support

Mobile device support - Blackberry & iPhone

Printer technologies

Video conference & meeting room technology

Dell workstation hardware

Excellent communication & organizational skills

Strong telephone and customer service skills

Strong analytical and problem-solving skills.

Availability to work overtime, as required

Responsibilities

Under minimal supervision, acts as a senior level support resource providing first and second-tier support for IT incidents and requests from associates via phone, email, and remote connection to resolve routine problems regarding hardware, software, and peripherals. Uses detailed knowledge of the infrastructure environment to effectively deliver IT and business requirements. Attempts to resolve as many requests as possible during first contact, determines urgency of needs, prioritizes, and responds to support requests by taking corrective action or routing requests to appropriate IT specialists. Provides customer-oriented follow-up in a courteous, efficient and timely manner. Records, dispatches and closes service requests using ServiceNow software.

Requirements

Post-Secondary Education graduate or relevant experience

Technology/desktop support experience

Fluent English Language skills both spoken and written

Windows desktop environment support

Mac support is a plus

Knowledge of Windows Server environment administration (AD, Exchange)

Proven understanding of a wide range of end user computing technical requirements, hardware knowledge and troubleshooting, as well as proven ability in handling project related tasks

Ability to work efficiently as part of a team environment

Ability to work well independently and be proactive with task and time management

Ability to diagnose software and hardware problems

Effective oral and written communication skills

Effectively manage relationships with all levels of internal stakeholders