Robert Half Technology is now hiring a Tier 2 Help Desk Support Analyst for a client in the Atlanta, GA area.
If interested, please apply and email your resume to firstname.lastname@example.org. Position Summary As a member of the Help Desk Support team, you are the first point of contact with the IT Department for the majority of the business and as such, you have to command not only excellent technical and customer service skills, but the professionalism and initiative to get problems resolved quickly and efficiently JOB HIGHLIGHTS • This position fields all Help Desk calls and service tickets from users and creates the initial record of the request; resolves all level one end-user problems over the phone and in person. Passes all Level Two requests on to a Network administrator; and contacts third-party vendors for warranty service repair. • Tracks and responds to request from end users for software and hardware support. Adheres to protocols for timely response to end users; to reduce and prevent unnecessary system down time and operational disruption. • This position requires handling confidential information in an appropriate manner. Customer interactions must be handled with diplomacy and tact. Individual must be able to gauge the customer's technical ability and communicate with them in appropriate technical or non-technical language in a non-condescending manner. BASIC FUNCTION • Daily accountability for assigned Help Desk tasks to ensure consistent quality of service requests • Delivery of excellent technical support with outstanding customer service to achieve and ensure satisfaction RESPONSIBILITES • Receive and log calls for assistance from employees and affiliates, via the Help Desk line or mailbox • Setup, configuration, troubleshooting of hardware and software • Record all requests received in our Help Desk ticketing system • Resolve all requests expeditiously • Provide desk side support when necessary • Track the progress of requests through to successful completion • Communicate to customers' information regarding system outages as well as updates on their requests • Communicate any escalation of issues and or problems to proper management • Work on projects within the Help Desk and within other divisions