Helpdesk Analyst I (Software Support)

Job Title: Helpdesk Analyst I (Software Support)

Reports to (Title): Service Manager

Date: 11/28/2023

Milner Technologies, Inc. is an industry leading provider of document management, workflow, and imaging solutions for Enterprise Content Management (ECM) and business process automation. Our proprietary software solutions give customers the ability to digitize documents quickly and efficiently from any internal or external source, quickly retrieve documents, and provide customized automation of business processes for a variety of operational and functional demands.

POSITION OVERVIEW This opportunity is for a well-qualified individual to provide customer service and technical Software Support for our proprietary document management solution. KEY RESPONSIBILITIES

• Monitor helpdesk tickets and answer telephone calls from clients.
• Create service tickets and document all steps, time, and actions taken, while maintaining current status of all assigned service tickets.
• Maintain communication with the customer while troubleshooting software and some hardware solutions.
• Answer inbound technical questions from customers and gain an understanding of each client environment and situations.
• Advise and submit software enhancement requests based upon customer experience, feedback, and resolution.
• Organize and perform software upgrades when necessary.
• Effectively collaborate and communicate with immediate team members and escalate issues in a timely manner.
• Maintain appropriate product knowledge of the proprietary software via training, self-study, and team meetings.
• Document appropriately to assist in future troubleshooting.
• Perform other duties as required.

REQUIRED SKILLS AND EXPERIENCE:

• High school diploma or equivalent work experience required.
• High level of professionalism and excellent customer service skills with effective communication and organizational skills.
• 1+ years Helpdesk training and experience.
• 1+ years of Microsoft Server operating systems level troubleshooting experience.
• Must be able to handle, maintain and control multiple technical tasks.
• Requires constant attention to detail and the ability to diagnose and troubleshoot.
• Must be able to effectively communicate technical information to clients, vendors, and coworkers.
• Preferred Associates or better college degree in a technical (MIS, IT) program or equivalent education (Military or Tech School).
• Certified Professional preferred.

HOURS:

• Monday-Friday, 10AM-7PM
• Overtime, including some weekends may be required

BENEFITS:

A full-time comprehensive benefits packages to all of our employees including: Medical, dental, vision, and life insurance, paid company holidays, paid time off and vacation, 401K with company match, referral bonuses, and much more.