Job Type: Contract (One Year or More with Potential Extensions)
Eligibility: Must be a US citizen and local candidate
Job Description:
We are seeking a Help Desk Support Analyst to join our team in Knoxville, Tennessee. The Help Desk Specialist will provide IT call center-level support to offices and employees worldwide.
Job Duties:
- Provide first-level troubleshooting for hardware, software, and operating system issues.
- Document user problems using an online problem management system, including opening, updating status, and closing problem tickets.
- Respond to telephone calls, emails, and problem tickets for technical support requests.
- Track and monitor issues to ensure timely resolutions.
- Resolve PC software configuration problems and remotely install software products and/or approved patches.
- Troubleshoot computer problems, perform hardware and software diagnostics, and coordinate necessary repairs.
- Resolve computer system problems, including coordination between users, product line specialists, and enterprise infrastructure support staff.
- Diagnose, isolate, and analyze problems using historical database records.
- Monitor the problem ticket queue to ensure all assigned tasks are completed within specified metric requirements.
- Escalate unresolved issues to the next level of support.
Basic Qualifications:
- Bachelor’s Degree in Computer Information Systems, Management Information Systems, or other Information Technology disciplines, or six years of relevant experience in lieu of a degree.
- 1 or more years of experience in troubleshooting applications or network-related issues.
- 1 or more years of experience with ticket tracking tools such as Heat, Remedy, and Service Now.
- 1 or more years of experience providing customer service.
Additional Qualifications:
- Ability to participate in shift rotation, including occasional evenings and regularly scheduled weekends.
- Hands-on experience with Microsoft Windows operating systems.
- Experience with techniques and methods for troubleshooting end-user problems, including setup and support of software and hardware.
- Excellent communication and customer support skills.
- Understanding of client-server and networking principles.
- Ability to obtain MCDST or equivalent within 12 months.
- Knowledge of ITIL/ITSM concepts.
Job Types: Full-time, Contract
Pay: $35.00 - $45.00 per hour
Expected hours: 40 per week
Experience level:
Schedule:
- 8 hour shift
- Monday to Friday
Experience:
- Help desk: 3 years (Required)
Ability to Commute:
Work Location: In person