Employment Requirements
This opportunity is not open to C2C relationships or visa sponsorship.
This opportunity is for local candidates only.
Job Description
Solu is currently seeking a Help Desk Analyst to join our team. The ideal candidate will bring strong customer service experience, excellent interpersonal skills, a team-oriented mindset, and foundational IT knowledge.
This is a Tier 1, high-volume phone support role focused on inbound calls, password resets, basic troubleshooting, and application support. Success in this role requires reliability, strong communication skills, and a service-first attitude in a fast-paced operational environment.
Responsibilities
- Provides technical assistance, support, and advice to end users for hardware, software, and systems via phone.
- Investigates and resolves computer software and hardware problems of users.
- 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.
- Create and escalate Remedy trouble tickets to Tier 2 Service Desk staff and/or 3rd Party Service Providers as needed to ensure resolution.
- Follow quality standards and displays strong customer service skills.
- Able to work in a team environment.
- Complete assigned tasks.
- Excellent communication skills; both written and spoken.
- Reset or restore mainframe, LAN and User IDs and passwords through RACF or Active Directory.
- Diagnose and coordinate the repair of products by dispatching and tracking the work of appropriate Service Providers.
- Research and update, as needed, reference publications and diagnostic aids to seek information necessary to resolve end user issues.
Qualifications
- 1+ years\' previous IT Service Desk and/or Call Center experience
- 1 year experience with call tracking and ticketing software
- 1 year experience supporting users with limited knowledge of computers, software, hardware and systems
- 1 year experience with Basic User & Security Group Active Directory administration
- 1 year experience with Microsoft based operating systems with emphasis on Windows 7 and Office 365
- Experience with using and troubleshooting Office 365 within a network environment (permissions, calendar sharing, delegation)
- Above average communication skills and telephone manner
- Attentive to details and ability to be resourceful (using supplied documentation)
- Excellent organizational skills
- Self-motivated achiever who gains satisfaction from providing excellent customer service
