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Help Desk Analyst

Compunnel -
Augusta, ME

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Job Details

Temporary | Contract
$32 - $35 an hour
2 days ago

Qualifications

Cisco routers/switches implementation
Cisco routers
Help desk

Full Job Description

About us:

Compunnel Inc boasts over three decades of experience collaborating with leading global enterprises to meet their needs for flexible workforce solutions and on-demand talent. We are a worldwide organization offering strategic workforce management, IT consulting, and on-demand talent services. Our specialization lies in serving various sectors including Financial Services, Healthcare, IT, Life Sciences, Aerospace & Defense, Energy, Retail, Telecom, Manufacturing, and Engineering.

Job Details:

Job ID: 162086

Client: State of ME – OIT

Title: Help Desk Analyst 2

Location: Augusta, ME 04330 100% Onsite

Duration: 12+ Months

Interview Mode: Either Webcam or In Person

Description:

Work Location: 100% Onsite . When utilizing personal vehicle their Mileage will be reimbursed. When utilizing a client vehicle mileage will not be reimbursed.

Top Skills:

3 to 5 years of experience providing technical support
Technical experience with Cisco switches/routers
Experience documenting processes and procedures
Extensive inventory management experience

Job Description:

Client is seeking a person with technical experience in Cisco switches/routers, who will be required to operate the Network Service’s Teir 2 trouble resolution and to manage our inventory operations. This person will be analytical, highly organized and have a strong attention to detail. Providing support to customers most commonly through inbound phone inquiries and automated network monitoring alerts. Provides quality and efficient customer support via phone or remote assistance to assist in ensuring one-call issue resolution. Maintain productivity and quality standards, act as liaison between the customer and other departments and systems. Conducts basic troubleshooting of network transport related issues, assisting with triaging of network related troubles in order to assign to appropriate escalation paths. Conducts MACD within office records and monitoring software. Provides support to the field technicians, developing and coordinating user training programs and documenting all processes and procedures. They will have knowledge of inventory management principles and familiarity with inventory systems (preferably Fishbowl). Inventory stock levels will need to be maintained based on the needs of our field tech/engineers. The Inventory Management Specialist will ensure efficient and accurate inventory operations, keeping a close eye on the flow of stock in and out of the inventory rooms or storage locations.

Responsibilities Include:

Read and comprehend technical service manuals and publications.
Makes appropriate use of reference publications and diagnostic aids in resolving technical problems.
Take active role in suggesting peripheral equipment.
Detect and correct equipment errors.
Prioritize and schedule own workload.
Provide accurate and complete answers to general use and administrative environment questions in a timely manner.
Communicate accurate and useful status updates.
Manage and report time spent on all work activities.
Respond to requests for technical assistance in person, via phone, electronically.
Diagnose and resolve technical hardware and software issues.
Research questions using available information resources.
Advise user on appropriate action.
Follow standard help desk procedures.
Log all help desk interactions in work ticket tracking system.
Administer help desk software.
Redirect problems to appropriate resource.
Identify and escalate situations requiring urgent attention.
Track and route problems and requests and document resolutions.
Stay current with system information, changes and updates.
Follow quality standards.
Participating in team projects that enhance the quality or efficiency of service
Ability to work in a team environment.
Complete assigned tasks.
Strong communication skills; both written and spoken.
Knowledge of system relationships and telecommunications.
Application of technical skills to a variety of equipment types.
Anticipate and resolve issues specific to the team.
Build knowledge base by managing the formulation of new documentation that describes technical fixes.
Assist in the resolution of user and support issues to ensure timely distribution of knowledge and positive impact on user satisfaction.
Take a leadership role in tracking and managing technical issues under help desk scope.
Determine time estimates and schedule for own work and resolve issues in a timely manner.
Identify and track issues, risks and action items.
Oversee and manage inventory based on Network Service’s needs.
Perform regular inventory audits to ensure accuracy and integrity of the inventory by managing daily physical cycle counts and reconcile variances/discrepancies.
Maintain clear and accurate inventory reports for internal and external stakeholders.
Forecast inventory needs to manage procurement and storage space effectively.
Retrieve inventory at loading dock and match against shipping document(s).
Manage and coordinate logistics for timely and accurate delivery of stock.
Retrieve equipment for network technicians and engineers for work related sites.
Train and guide staff on effective inventory practices and procedures in inventory systems.
Use inventory management software and systems and other sources to track and monitor inventory.
With management guidance, develop and implement inventory control procedures and best practices.
Track and report key functional metrics related to inventory management.
Perform critical inventory tasks to ensure the correct number of items are always in stock for maximum and minimum levels.
Maintain updated and accurate records of inventory, including equipment leaving and coming into stock.
Communicate with the management team regarding stock and order needs.
Plan and implement inventory control techniques to avoid shortages and excesses.
Manage and update inventory management system(s) and databases or spreadsheets.
Able to multitask and/or change tasks frequently.
Track vendor quotes, orders and packing slips to ensure accuracy and approval for payment
Proven experience as an inventory management specialist or similar position.
Excellent understanding of inventory management procedures.
Experience in data entry and analysis.
Strong understanding of forecasting and inventory management software.
Physical stamina and manual dexterity to lift and carry heavy items.
Excellent organizational and planning skills.
Detail-oriented with strong analytical skills showcasing superb accuracy.
Proficient in math.
Has knowledge of Microsoft suite of applications including Word, Excel, PowerPoint, Outlook, etc. at a moderate level.
Will have strong organization, data management and data entry skills.

"TA01"

Pay: $32.00 - $35.00 per hour

Application Question(s):

What would be a best time to reach out to you?

Experience:

Help desk: 2 years (Required)

Work Location: In person

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