Help Desk Analyst III

Help Desk Analyst III
US - NY - Hicksville

Summary:
  • As a Tech Bar technician, you are the face of IT, providing immediate walk-up support to internal employees.
  • Strong interpersonal communication skills with a high degree of empathy are a must. We want people for who going “over and above” is second nature.
  • Have a passion for customer service and a commitment to exceeding expectations. 
Responsibilities:
  • Provide White-Glove concierge level customer experience supporting internal employees directly. 
  • Excellent multi-tasking and time management skills with the ability to thrive in a fast-paced, high pressure environment. 
  • Provide constant updates to your users to keep them in the loop with where we are with their issue. 
  • Enjoy meeting people and building relationships. 
  • Can communicate technical concepts in layman’s terms. 
  • A sense of urgency, but also the ability to keep your cool. 
  • Inviting personality 
  • A burning desire to solve problems. 
Experience: 
  • Experience in providing excellent customer service 
  • Ability to take notes and record all interactions and steps taken with the users. Experience with at least one ticketing system (Service Now, Remedy, HEAT, etc) 
  • Troubleshoot network connectivity issues including; remote access, Wi-Fi, and wired connectivity. 
  • Supports users on applications and tools within the environment including; Office, Windows, RSA, WebEx, Jabber, Yammer, etc 
  • Strong understanding of Microsoft Outlook and Outlook Web Access, with experience resolving complex problems and assisting users with advanced functionality. 
  • Experience supporting mobile devices (IPhones, IPads, etc) 
  • Working knowledge of Active Directory and basic AD administration 
  • Strong Windows 7/Windows 10 experience in an Enterprise Environment, Mac experience a plus 
  • Working knowledge of video collaboration tools (Video Conferencing, Webex) 
  • Ability to follow proper escalation paths 
  • Ability to keep work area clean and organized

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