Help Desk Analyst 26709

Employment Type

: Full-Time


: Information Technology

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We are currently accepting resumes for a Help Desk Analyst in Columbus, OH . The selected candidate will perform the following duties: - Provides technical assistance, support, and advice to end users for hardware, software, and systems - Provides hands-on technical assistance to business and technical users - Investigates and resolves computer software and hardware problems of users - Serves as a contact for users having problems using computer software, hardware, and operating systems, and escalates as necessary - Determines whether problem is caused by hardware, software, or system - Answers questions, applying knowledge of computer software, hardware, systems, and procedures - Talks 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 - Follow quality standards and displays strong customer service skills - Acts as a subject matter expert for one or more custom applications - Talks to stakeholders to explain software errors or to recommend changes to programs - May work as in-house consultant and research alternate approaches to existing software and hardware when standardized approaches cannot be applied - Tests software and hardware to evaluate ease of use and whether product will aid user in performing work - Write or revise user-training manuals and procedures - Develops training materials, such as exercises and visual displays - Train users on software and hardware on-site or in classroom or recommend outside contractors to provide training - Manage expectations at all levels: customers/end users, executive sponsors - Ensure quality standards are followed - Monitor the team s open backlog of support issues and re-assign issues as necessary to ensure they are closed per agreed upon service levels - Act as the escalation point for high priority support issues - Complete assigned tasks Required Skills and Experience: - Bachelor s degree in computer science, management information science, or related field - 5 plus years field or equivalent work experience - Experienced with a variety of call-tracking software and systems - Strong communication skills; both written and spoken - Ability to make recommendations on policies on system use and services - Ability to work in a team environment UNICON International, Inc. is an Equal Opportunity Employer. If you are interested in working for an organization where honesty, integrity and quality are among the core principles then click apply today Keywords: call-tracking software and systems - provided by Dice

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