Help Desk Analyst

Summary:

The Help Desk Analysts will be responsible for:

• Handling telephone calls, email inquiries, and assisting customers facing technical issues
• Installing, configuring, deploying, maintaining, and ensuring the effective operation of end-user hardware, software, and mobile devices such as desktop PCs, tablets, printers, etc., and software like Windows OS, Microsoft Office, VPN, and Netmotion.

Job Description:

• Monitoring and responding to trouble calls, providing end-user training, and resolving incidents promptly either remotely or on-site
• Demonstrating excellent customer service skills and exceeding customer expectations
• Proficiency in Windows-based applications and effective communication of technical and non-technical terms
• Documenting technical procedures/solutions for updating Support Center documentation
• Collaborating with internal/external IT groups and vendors for problem-resolution
• Familiarity with MS Exchange, Active Directory, and Network protocols
• Availability for shift work, flexible schedules, travel to remote sites, and participation in an after-hours weekly rotation
• Holding a valid driver's license and the ability to lift up to 50 lbs.

Qualified candidates should possess:
Minimum Qualifications:

• An Associate's degree in Information Technology or a related field from an accredited institution, or two years of recent direct job experience in a medium to large-scale enterprise IT support environment
• One year of fieldwork IT technical experience in an enterprise support center environment
• A clear and easily understood speaking voice, A+ Certification or working towards it is advantageous
• Additional Technical Preferences:
• Familiarity with Active Directory, Exchange, network troubleshooting, file permissions, database client configuration (ODBC), anti-virus support, basic IT security concepts, and Apple Mac support
• Experience with print servers and network printer management

Note:
The ideal candidate should have a Desktop Support background with the Call-Center experience and strong customer service skills. The position initially involves Monday to Friday work hours with a month of training from 8 am to 5 pm. After training, employees will transition to a schedule comprising 3 days in the office and 2 days remote work per week.

Job Type: Contract

Salary: $19.79 - $23.00 per hour

Expected hours: No less than 40 per week

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday

License/Certification:

• CompTIA A+ (Required)

Ability to Commute:

• Orlando, FL 32839 (Required)

Work Location: In person