Job Description
Job DescriptionWe are looking for a skilled Help Desk Analyst to join our team on a contract basis in Greenville, South Carolina. In this role, you will provide technical support and troubleshooting assistance for a wide range of hardware, software, and networking issues. You will play a key role in ensuring smooth operations by addressing user concerns, documenting resolutions, and escalating complex problems when necessary.
Responsibilities:
• Respond to incoming support requests, providing basic troubleshooting for issues such as password resets, printer setups, equipment configurations, and network connectivity.
• Offer training and guidance to users on new or updated technologies and systems.
• Research solutions to technical problems using internal and external knowledge bases.
• Escalate unresolved issues to higher-level support staff, including specialists, leads, or managers.
• Document all steps taken to resolve incidents, including successful and unsuccessful actions, in service records.
• Ensure compliance with established service level agreements and meet performance benchmarks.
• Maintain a thorough understanding of help desk procedures and technical processes.
• Collaborate with team members to facilitate effective communication and resolution of technical challenges.
• Adapt to changing priorities and tasks in a dynamic work environment.
• Build positive relationships with users by providing exceptional customer service and technical support.• Proven ability to troubleshoot technical issues, including hardware, software, and network problems.
• Familiarity with Microsoft Windows and ticketing systems for tracking and resolving support requests.
• Strong customer service skills, with experience handling telephone and point-of-sale (POS) support.
• Excellent organizational skills and attention to detail in a fast-paced environment.
• Ability to analyze data, prepare spreadsheets, and identify trends for process improvement.
• Effective communication skills, both written and verbal, to interact with users and team members.
• Self-motivated individual capable of prioritizing tasks and managing workload independently.
• Strong interpersonal skills to build relationships at all levels within an organization.