Posted 4 weeks ago

IT Help Desk Support Analyst

Company: Aqueity
Category: IT


Type: Full Time

Aqueity is looking for a skilled IT Help Desk Support Analyst, who is responsible for handling service requests for our clients requiring IT support. The Help Desk Support Specialist will work on-site with their service delivery team to support and triage incoming issues on the following technologies: workstations, printers, servers, networks, and vendor-specific hardware/software. The ideal candidate has a true passion for technology and learning, enjoys problem solving, and has excellent customer service skills. Responsibilities:

  • Provides IT Support relating to technical issues involving Microsoft’s core business applications, operating systems, and cloud services
  • Supports disaster recovery solutions
  • Provides technical support at the network level: WAN and LAN connectivity, routers, firewalls, and security
  • Provides basic remote access solution implementation and support: VPN, remote services, and Citrix
  • Monitors the remote monitoring and management system alerts and notifications, and respond accordingly through service tickets
  • Triages and classifies incoming service requests by gathering information from clients and computer systems
  • Documents and tracks all required information supporting accurate ticket reporting for the Service Desk
  • Resolves service requests during the first phone call if possible, and escalates service requests to other resources as needed
  • Communicates with customers as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages
  • Displays an ability to patiently walk a user through the steps needed to address the issue
  • Fast turnaround of customer requests – quickly and correctly identifies the user’s issue or problem, recommending the most efficient solution to address the issue
  • Answers all web-based inquiries and phone calls within the response time goals for the Service Desk
  • Documents basic support processes and knowledge base articles for recurring issues as needed, and escalates identified recurring issues to next level support engineers
  • Ability to work in a team and communicate effectively – maintains a positive and friendly attitude towards all team members
  • Handles difficult situations calmly and with confidence
  • Displays empathy for our technology users and their day-to-day challenges
  • Maintains good organization and follows each user service issue through to completion
  • Productively fills down-time to improve our technology infrastructure and our organization
  • Proactively makes suggestions for solutions to our most recurring user requests and technology service issues
  • Improves customer service, perception, and satisfaction