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Help Desk Analyst

Company: Careerbuilder-US
Location: Frisco
Posted on: September 24, 2022

Job Description:

the Help Desk Technician is the first line of interaction with our client's end-users. They will be able to diagnose and resolve technology related issues via phone, email, chat, or walk ins in a timely. They must have the ability to remain calm under pressure and show empathy towards their clients. They will either attempt to resolve common end-user issues or assign and escalate the ticket to the appropriate team. This role allows you to learn about various processes and systems within Information Technology. Essential Duties and Responsibilities: Demonstrated experience with Service Desk application for managing IT requests Demonstrated ability to support and troubleshoot laptops, desktops, IP Phone, cell phones and various applications Serve as the first point of contact for end-users seeking technical support via phone, email, and/or chat channels. Ticket concerns will be IT in nature and related to systems, software, or hardware. Monitor and respond quickly and effectively to requests received through the Helpdesk ticket board and escalate unresolved issues to the next level of support. Perform basic remote or in person troubleshooting by walking customers through problem-solving processes and probing questions. Utilize excellent customer service skills to build rapport with end-users and maintain positive client communication. Ability to correctly assess a situation, come up with a logical resolution and seek assistance if required. Must be able to multi-task in a Microsoft Windows environment and utilize multiple programs for troubleshooting Must be a flexible, independent, self-motivated problem solver who enjoys working in a fast-paced environment MS Office and Microsoft 365 troubleshooting experience VPN remote access configuration & troubleshooting experience Demonstrated experience troubleshooting infrastructure and network related issues Coordinate directly with business owners, development team, 3rd party vendors and supporting organizations to best understand and analyze business specifications Responsible for maintaining Active Directory accounts (activating, de-activating, creating, and managing AD user groups and security levels Familiar with SharePoint, Teams, and OneDrive. Have a basic knowledge in Azure. Excellent customer service skills and the ability to communicate effectively in oral and written form with technical and non-technical clients Ability to work independently with staff on processes and simple software solutions. Job Requirements:

  • Provide users with network technical support
  • Maintaining hardware and software to support end users
  • Providing support to end users and desktop support
  • Provide end-user software troubleshooting and support
  • Resolve technical hardware and software issues
  • Provide technical support to end users
  • Assist users with application software issues
  • Provide technical support for internal users
  • Provide technical support, including desktop support, user training, assisting users with hardware and software issues
  • Resolve help desk issues including troubleshooting hardware and software issues
  • Provide technical support to end users via telephone
  • Capture support activities and help support end-users
  • Provide hardware and software training and support to end-users
  • Resolve software and hardware issues
  • Resolving hardware and software issues
  • Ensure support for hardware/software and office equipment issues
  • Provide technical support to other support analysts
  • Instruct users on computer software and hardware
  • Conducting software analysis and providing application support to end users for all software systems
  • Provide remote and local system user support related to software application and hardware

Keywords: Careerbuilder-US, Dallas , Help Desk Analyst, Professions , Frisco, Texas

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