Help Desk Analyst

Job Description Provide front line support to clients from many different industries, ranging from dental offices to car dealerships Interact with clients remotely via telephone (80%) and in person at their locations (20%) Provide complete support for client environments including hardware, operating systems, line of business applications and network equipment Work with vendor support on behalf of our clients to ensure their support issues are resolved Focus on completing a higher volume of tickets, the majority of which should be possible to complete in an hour or less Escalate tickets to tier 2 as required, and ensure that all steps have been properly documented before escalating Use, update and contribute content to our internal knowledge base Client site visits to resolve issues within skillset Implementation projects as required and able, such as desktop deployments Maintain a calm and professional attitude even when dealing with stressful situations Earn the trust and respect of clients Work on obtaining industry certifications to further career path Time entry in real time Qualifications Education: 1-2 years of relevant study and diploma preferred, but relevant work experience can be a substitute Preference will be given to candidates who have previously been employed at a Managed Services Provider Experience with Windows desktop and server support and networking Strong and effective oral and written communicator Strong time management skills, multitasking skills, and the ability to prioritize tasks with minimal supervision Professional, responsive, and positive work attitude is essential Additional Information NOTE: This job description is not intended to be all-inclusive. Employee may perform other related duties as negotiated to meet the ongoing needs of the organization. #J-18808-Ljbffr