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Help Desk Analyst I in Duluth, GA at HUNTER Technical Resources

Date Posted: 2/26/2019

Job Snapshot

Job Description

Help Desk Analyst I

Hours could include some weekend hours. This is an ENTRY level position.

The desk coordinates incoming requests with incident management, technical support, and account management resources to provide rapid response to application and infrastructure events.

- Answer incoming calls and work within a very structured and team oriented environment
- Interact with technical resources both internal/external to proactively triage and resolve incidents.
- Provide timely, professional, and accurate responses to clients’ issues.
- Maintain an expert capability level within ticketing and paging systems. [Service Now / xMatters]
- Troubleshoot issues across multiple applications, within a limited information environment.
- Respond to email notifications and inquiries as needed to ensure issues are resolved quickly.
- Initiate event bridges that result from an outage or critical events.
- Must be able to correctly determine the impact and urgency of issues and respond appropriately, according to pre-defined processes.

- Excellent customer service skills.
- Excellent written and oral communication skills
- Working knowledge of MS Windows operating systems and MS Office Suite

Preferred Qualifications:
- HDI Help Desk Analyst certified
- Experience with ticket tracking systems.
- Experience with mainframe systems, databases, and or Network Operations