Help Desk Analyst

SUMMARY:

This role will support Global PRGX employees with hardware, software and technical troubleshooting. The ideal candidate will have a strong understanding of computer hardware and software, excellent problem-solving skills, and a customer-oriented approach.

JOB DUTIES & RESPONSIBILITIES:

• Provide technical support to end users via phone, email, chat, or in-person.

• Approach support with a customer-centric attitude from the perspective of the end user.

• Availability to be onsite in our Atlanta HQ location five days a week.

• Troubleshoot Windows and Mac computers, applications, hardware, peripherals, and related issues

• Creating and tracking tickets using JIRA to resolve within defined SLA

• Troubleshoot and support proprietary applications.

• Troubleshoot and support 1st level networking and connectivity related issues.

• Work cross-functionally with other support organizations to ensure customers' satisfaction and bring closure to open issues.

• Troubleshoot problems and determine proper resolution for all level 1 and some level 2 issues.

• Understand when and how to escalate issues to other teams.

• Understand and communicate effectively with customers, including senior leadership team members.

• Provide ongoing and timely feedback to the customer while the issue is worked to resolution.

• Provide feedback to management on recurring hardware/software issues.

• Develop expertise with PRGX system images and hardware platforms.

• Maintain a positive and helpful attitude when working with customers, team members, and other teams.

• Participate in pilot testing of new hardware and software solutions.

• Document and update technical procedures and solutions for future reference.

• Provide training and guidance to users on basic hardware and software usage

• Other duties and responsibilities may be required at the discretion of management.

• Contributes to the success of the organization by helping others accomplish job results, learning new skills needed by the team and finding new ways to help the team.

• Flexibility to work outside of regular business hours when necessary.

WORK EXPERIENCE AND EDUCATION REQUIREMENTS:

High school diploma or general education degree (GED); or 1 year IT support related experience and/or training; or equivalent combination of education and experience.

Prefer minimum of 1 year of experience in an IT Support related role. Certifications such as CompTIA A+, Microsoft Certified Desktop Support Technician (MCDST), or similar are a plus.

Basic understanding of laptop and desktop computer hardware and software in an enterprise network LAN/WAN environment.

Familiarity with Active Directory and networking concepts.

EEO INFORMATION AND WORKING CONDITIONS

The above statements are intended to describe the general nature and level of work being performed. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of the job. PRGX will make all employment decisions without regard to race, color, national origin, citizenship status, sex, pregnancy, religion, age (age 40 and over), disability, service in the uniformed services, genetic information, or any other classification protected by federal, state, or local law.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities. The employee is occasionally required to remain stationary; move; lift and/or move up to 15 pounds. The employee must regularly sit; use hands to finger, handle, or feel; reach with hands and arms; communicate. Specific vision abilities required by this job include close vision.