Service Desk Level 1 Analyst
Location
United States
Posted
21 hours ago
Salary
0
Seniority
Mid Level
No structured requirement data.
Job Description
Service Desk Level 1 Analyst
Bell Techlogix, Inc.
Role Description Grow your career. Drive innovation. At Bell Techlogix, employees are key to our growing success. We strive to create an inclusive and collaborative workplace where our employees feel valued and have opportunities for career growth. - Answer user inquiries regarding computer software or hardware operation to resolve problems. - Read technical manuals, confer with users, or conduct computer diagnostics to investigate and resolve problems or to provide technical assistance and support. - Confer with customers to provide information about products or services or obtain details of complaints. - Check to ensure that appropriate steps are taken to resolve customers’ problems. - Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken. - Use software tools to create and update tickets for each client call and email received. - Use knowledge base as appropriate to research issues and resolutions. - Monitor and communicate technical issues in a timely manner to leadership. - Maintain professional working relationships with coworkers. - Communicate knowledge documentation issues to leadership. - Follow up on aging tickets. - Other duties as assigned. Qualifications - Must have a High School Diploma or GED. - 6 months of technical support experience or equivalent technical certifications. - Must be proficient in Microsoft Office and working in different operating systems. Requirements - 12 months technical support experience (preferred). - CompTIA A+ (preferred). - Network+ (preferred). - HDI (preferred). - MSCE or Industry Equivalent (preferred). - Experience in troubleshooting internet browsers, smart phones & tablets (a plus). - Knowledge or exposure to the following: Windows OS, MAC OS, NICE CXOne, Beyond Trust, O365/M365, Microsoft Teams, Microsoft Office tools, TeamViewer, ServiceNow, Citrix, RDS Farms, IOS, and Intune. Abilities & Skills - Must be able to use computers and computer systems (including hardware and software) to diagnose, troubleshoot, and record information. - Must be able to multitask. - Must be skilled in providing resolutions to problems. - Must have proficient typing skills. - Must be able to deescalate client situations. - Must have good verbal and written communication skills. - Must have effective interpersonal skills. - Must have strong customer service skills. - Must be able to work independently and as a member of a team. - Must be able to obtain information from all relevant sources and use information to identify solutions. - Must have a working understanding of Active Directory. Physical, Mental Requirements and Work Environment - Must be able to communicate with people outside the organization, represent the organization to customers, the public, and other external sources. - Must be able to work at your computer constantly throughout your work shift. - Must be able to work in an environment with moderate call center noise levels. - If working remotely, you must maintain a reliable and usable internet connection. - If working remotely, must maintain a quiet office environment with no distractions. - Must be able to work in a fast-paced work environment. Equipment Used - Computer frequently. - Headset frequently. - Web camera occasionally. Conditions of Employment - Must successfully pass pre-employment (post offer) background check and drug screen. - Must be able to pass a skills assessment.
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