It Help Desk Analyst

Company Description

ClientSolv Technologies is an IT solution firm with over a decade of experience serving Fortune 1000 companies, public sector and small to medium sized companies. ClientSolv Technologies is a woman-owned and operated company that is certified as a WMBE, 8a firm by the Federal government's Small Business Administration.

Job Description

We are seeking an IT Help Desk Analyst for a 12-month contract role in Hartford, CT.  This role will work a hybrid schedule and will be responsible for: 

 

• Provide Tier 1 IT Support over the phone to troubleshoot, analyze, diagnose, and engage appropriate technical resources to resolve client issues.
• Provide proactive follow-up, effective problem resolution, and end-to-end ownership of the problems.
• Follow all documented Help Desk processes and procedures to ensure consistent, quality support to end users.
• Must answer and address all incoming service calls and emails and route accordingly.
• Keep well-documented, up-to-date case notes on all tickets daily.
• Ensure constant service ticket flow by escalating tickets that require higher-level assistance.
• Provide first level of customer support and resolve issues or escalate as needed.
• Ensure client support requests are well documented and triaged appropriately.
• Coordinate and work closely with the Help Desk Manager to service and provide training for our internal and external clientele.
• Ensure the logging of all incidents and service requests.
• Conduct timely triage and escalation in accordance with SLA requirements.
• Address and resolve tier 1 level incidents and requests.
• Engage with other service desk resources and escalate as needed to other technical teams.
• Accurately document interactions, incidents, and problems.
• Work with service desk and other teams to develop, enhance and clearly document technical process and procedure.
• Follow, enhance and develop procedural documentation related to user account provisioning and management.
• Develop, enhance and maintain knowledge base articles used by other IT staff.
• Participate in Production support review meetings.

Qualifications

• Bachelor of Science in Information Technology or related field.
• Minimum 3 years of IT support experience and knowledge of Help Desk processes and procedures.
• Minimum 3 years of experience working in an IT Help Desk support environment.
• Working knowledge of System Center Service Manager or other enterprise ticketing systems alike.
• Familiarity with Information Technology Infrastructure Framework (ITIL) processes related to IT service and support.
• Excellent Customer Service skills, including a positive attitude and ability to instill confidence in your customers.
• Ability to effectively prioritize and execute tasks in a high-pressure environment.
• Ability to work cooperatively with other team members, including team lead/manager, support staff, developers, vendors, etc. a must.
• Proficient with the following technologies: Microsoft Windows 7/10, Microsoft Office 2010/2013/2016, TCP/IP, DNS, DHCP, Telnet and Active Directory.
• DNS and TCP/IP familiarity 
• Ability to develop good rapport with technology staff to foster positive team development to ensure accurate and timely updates and resolution to customer issues.

Additional Information

This 12-month contract role will work a hybrid schedule, Monday- Friday from 8:00 am- 5:00 pm