Help Desk Analyst
Job ID: 08725
Location: Wilmington, DE [On-Site]
Employment Type: Contract
Hardware – Dell Laptops / desktops
Software – MS O365, Adobe Acrobat, ServiceNow
Customer service skills are very important.
Technical troubleshooting skills a must
Ability to communicate both oral and written.
Years of Relevant Experience: 1 to 3 years field experience
Job Summary:
- Provide technical assistance, support, and advice to end users for hardware, software, and systems.
- Provide hands-on technical assistance to business and technical users.
- Investigate and resolve computer software and hardware problems of users.
- Serve as a contact for level 1 support.
- Serve as a contact for users having problems using computer software, hardware, and operating systems, and escalates as necessary.
- Determine whether problem is caused by hardware, software, or system.
- Answer questions, applying knowledge of computer software, hardware, systems, and procedures.
- Talk with technical and non-technical co-workers to research problem and find solution.
- Asks user with problem to use telephone and participate in diagnostic procedures, using diagnostic, software or by listening to and following instructions.
- Experienced with a variety of call-tracking software and systems.
- Reads trade magazines and engages in independent study to maintain current industry knowledge.
- Follow quality standards and displays strong customer service skills.
- Ability to work in a team environment.
- Complete assigned tasks.
- Strong communication skills; both written and spoken
Required Skills: 3 years experience in help desk