Help Desk Analyst

About us

Prime Care Technologies, Inc. is a company in TECHNOLOGY_INFORMATION in Duluth, GA 30097. We are supportive, fast-paced and professional.

Our work environment includes:

• Regular social events
• Growth opportunities
• Casual work attire
• Modern office setting

Prime Care Technologies is currently recruiting for full-time technical Help Desk Analysts at our Duluth location. Our most successful candidate has a troubleshooting background, an A+ certification or experience working on computers and laptops. We have multiple shifts open, first, second, weekdays and weekends. This is a great entry-levelposition for anyone who is trying to get into the IT field. A college degree is not necessary but a great attitude and willingness to be helpful while troubleshooting is.

All candidates must pass a skills assessment (true/false, multiple choice) with a 70% or higher to be granted an interview. This job requires the employee to report to the office 100% of the time during the first 90 days.

The Help Desk Analyst is responsible for providing technical assistance and support to computer system users. The Help Desk Analyst I answers questions and/or resolves computer problems for clients via telephone, electronically or from remote locations. This position uses effective trouble shooting skills to provide assistance related to the use of computer hardware and software, including printing, installation, word processing, electronic mail, and operating systems.

Essential Duties and Responsibilities:

• Provide effective end user support and issue resolution via emails, phone calls, etc.
• Collect detailed information to effectively diagnose and resolve technical hardware and software issues
• Research questions using available information resources
• Advise users on appropriate action or tasks
• Follow standard Help Desk procedures and guidelines
• Log all support calls, e-mails and exchanges in ticket system
• Promote proactive support actions to prevent errors reoccurring
• Maintain systems user security
• Escalate problems to appropriate resource as needed
• Identify and escalate situations requiring urgent attention
• Track and route problems and requests and document resolutions
• Stay current with system information, changes and updates
• Stay abreast of the latest technology trend
• Expected to meet or exceed published Help Desk Analyst I performance standards.
• Other duties as assigned

Minimum Qualifications (Education, Experience, Skills and abilities)

• Associates degree in IT preferred or equivalent work experience.
• HS Diploma or GED required.
• 0 to 2 years performing technical support Help Desk role or other technical support role preferably in a large enterprise environment.
• Solid knowledge of MS operating systems.
• Solid knowledge of MS Office.
• Strong hardware and network connectivity trouble-shooting skills, via phone and remote access.
• Knowledge of MS Outlook and MS Exchange in a large corporate environment preferred.
• Previous experience using call tracking system.
• Able to follow directions and work independently.
• Ability to interact with end-users, Vendors, and Client IT departments.
• Exceptional customer service skills with experience in troubleshooting, diagnosing and solving computer software and hardware related problems
• Excellent organizational, time management, written and verbal communication skills
• The ability to work quickly and accurately in a shared community environment
• Ability to complete multiple tasks with minimal direction.
• Ability to listen and analyze customer needs
• Experience in using automated call director telephony
• Experience in using common Customer Service software
• Presents a positive image that reflects well on the organization.
• Ability and willingness to work various schedules including day, evening, night, or weekends shifts.
• Ability and willingness to work some holidays and rotating schedule as needed to meet service standards and business needs.

Certification, Licenses

· One IT certification in the following: (MCP, A+, Network+, Security +), preferred.

Job Type: Full-time
Work Location:

• One location

Work Remotely - this is a hybrid position with 50% remote work available after you are fully trained

Job Type: Full-time

Pay: $17.00 - $17.01 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Health insurance
• Life insurance
• Paid time off
• Referral program
• Vision insurance

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday

Experience:

• Software troubleshooting: 1 year (Required)
• Operating systems: 1 year (Required)
• Technical support: 1 year (Required)

Work Location: In person