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Contract IT Help Desk Analyst in Richardson, TX at HumCap Recruiting

Date Posted: 11/16/2018

Job Snapshot

Job Description

Description:Contract IT Help Desk Analyst II position is responsible for providing technical assistance and support related to computer systems, hardware, or software. Responds to queries, runs diagnostic programs, isolates problem, and determines and implements solution. The analyst should display superior customer service skills and thrive in a fast-paced environment. This position provides support to company stores via inbound and outbound calls regarding procedural questions.
FUNCTIONAL RESPONSIBILITIES:Accepts support calls and self-service tickets from stores, providing Tier 1 and Tier 2 support and troubleshooting for all technology hardware and software utilized for our retail locations. Some examples of this technology is: computer hardware, software, peripherals, phones, network.Works Self Service tickets from ticketing system queue during low volume times and between inbound calls.Strives for first call first call resolution on every call to meet team KPI standards.Completes quality work orders timely and efficiently to provide the best support for our retail locations.As needed escalates issues based on priority and escalation procedures.A solid understanding of IT networking, hardware, and software in a business environment.Picks up on technical things quickly; can learn new skills and knowledge; is good at learning new industry, company, product, or technical knowledge—like how software and hardware works; does well in applying knowledge learned in technical courses and seminars.Previous experience utilizing ticketing system A+ Certification1 plus years of POS help desk experience Outstanding written and verbal communication skills
REQUIRED QUALIFICATIONS:Experience in the Information Technology field supporting inbound customer requests over the phone. (Password resets, account troubleshooting, Point of Sale troubleshooting, network troubleshooting)Technology oriented with the ability to become proficient in troubleshooting hardware and software issuesAbility to work schedule that includes nights and weekends