Staffmark Group Miramar , FL 33023
Posted 3 days ago
Position Title: Help Desk Analyst
Location: Miramar, FL 33025.
Schedule: Monday-Friday, 8am-5pm, On-Site.
Experience: 1-3 years.
Position Summary
The Helpdesk Analyst is responsible for answering Helpdesk calls and e-mails in a timely manner and assisting users with various systems issues. The Helpdesk Analyst maintains a proficient knowledge software platforms, systems and technologies and is able to assist users with a variety of Information Technology related problems.
Essential Duties and Responsibilities
The Helpdesk Analyst provides Tier 1 onsite and remote end-user support, serves as the primary point of contact for all problem and informational calls coming into the Department of Information Technology.
Answer all helpdesk calls, chats, tickets, voicemails and emails within a timely manner. Determines the nature of the user's issue and obtains as much information as possible about the problem. Prioritizes and evaluates user systems issues into a low, medium or high priority. Creates helpdesk tickets based on the user's systems issues. Attempt first call resolution. If not able to resolve reassign to Tier 2 for resolution.
Provides friendly, courteous, and quality systems support to all users.
Utilizes independent judgment in handling user issues/questions and knows when to refer complex matters to the Help Desk Manager for personal review.
Maintains a proficient technical knowledge in various systems, hardware, software and database applications.
Troubleshoots and assists users with various systems issues including PC/laptop, printer, software, hardware, problems.
Closes Help Desk tickets and communicates resolution to the user.
Tracks all calls, voicemails and e-mails in a detailed and accurate fashion utilizing Help Desk software.
Adheres to the defined and communicated call flow / ticket resolution process.
Recommends changes in policies/procedure to the Sr. Helpdesk Analyst or Help Desk Manager.
Completes other duties as assigned.
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Staffmark Group