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System Analytics Inc. |
Provider of innovative technology solutions |
System Analytics Inc. |
Provider of innovative technology solutions |
Help Desk Analyst Position Description: Provides phone support to users and applications and works with Help Desk to receive and resolve user issues.
Key Responsibilities: With minimal supervision provides phone support to receive and resolve user technical issues. Supports implementation of enhancements to improve the performance and/or functionality of the help desk. · Analyze and troubleshoot technical issues impacting fingerprint scanners, printers, cameras, and associated workstations. · Identify possible system anomalies and reporting/escalating to management or support teams for resolution. · Coordinate troubleshooting among multiple internal and external stakeholders. · Provide phone support users. · Coordinate with other help desks to receive and resolve user issues. · Provide trouble call response within 15 minutes of receipt, 90% of the time. · Refer problems not related to the core application to related Help Desk, development, and network support groups. · Use Remedy for logging and tracking all trouble reports, and producing statistical data to reflect help desk use. · Develop weekly status reports · Assist the Help Desk Lead in implementing enhancements to improve the performance and / or functionality of the Help Desk.
Necessary Skills/ Qualifications/ Experience: · Effective communication skills · Ability to work with others · Ability to plan and manage workload · 2+ years of help desk environment work experience.
Desirable Qualification: Client interfacing experience Shift Hours: 5-day workweek, Tuesday – Saturday 1P – 9P. Some holiday work as well (either on an overtime or compensatory time basis). On-call approximately 1 night every 8 days. US Citizenship Required |