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Job Description Help Desk Analyst Atlanta, , Georgia - United States Posted - 02 / 01 / 23 Overview

Job Title : Helpdesk Analyst

Location : Atlanta, GA,

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 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

TRC is looking for Help Desk Support for a leading Healthcare Organization! Working REMOTE yet located in Atlanta, you don’t want to miss out on this opportunity!

This candidate must reside in driving distance to the Buckhead, GA location.

In the role of a Help Desk Support Jr. you will be responsible for responding to phone calls made to the Service Desk. You will be providing first level IT support to resolve business IT problems.

In addition, you will triage and escalate un-resolvable problems to the next support level while attaining the highest degree of customer satisfaction.

The Service Desk is a fast-paced call center environment.

On an average day, each technician will handle between 50-60 calls; significantly more on days when there is an outage.

Qualifications : Bachelors Degree and 1+ years of experience

Please submit a resume to for immediate consideration.

TRC Staffing is proud to be an Equal Opportunity Employer (EOE). All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law.

Job Details

Description

Are you technically skilled with good problem-solving abilities? PYA is seeking an IT Help Desk Technician to join its high-performing and privately-owned firm with a dynamic culture and a strong national reputation.

The duties of the IT Help Desk Technician include being a reference point for all IT related queries at the user level, responding to user needs in a timely manner, and ensuring the optimal running of all systems, amongst other technical duties.

The IT Help Desk Technician will interact with colleagues throughout the PYA Enterprise.

RESPONSIBILITIES :

• Provide first level technical support to PYA employees, including troubleshooting hardware and software issues and serving as the first point of contacts for issues and errors
• Assist with building computers for new PYA employees
• Repair or replace damaged hardware on computers or technical equipment
• Establish excellent relationships with all departments and colleagues.
• Manage technical documentation

QUALIFICATIONS :

• Pursuit of associate degree in computer science or related field required
• 1+ years of experience in computer support preferred
• Experience with Office 365 preferred
• Sound judgement with the ability to manage risk effectively
• Superior communication skills, both oral and written
• Excellent project management skills
• Traits that include : detail-oriented, flexible, and responsive
• Ability to effectively work as a member of a team
• Client-oriented work ethic
• Openness to feedback

ABOUT PYA :

Serving clients in all 50 states from offices in seven cities, PYA is ranked by INSIDE Public Accounting as one of the nation’s Top 100 largest CPA firms, with the third-highest percentage of female ownership within that group.

Forbes has recognized PYA one of America’s Best Tax and Accounting Firms for the last two years. Accounting Today has highlighted PYA as One of the most successful firms in the country.

Modern Healthcare ranks PYA among the nation’s Top 20 healthcare consulting firms, and PYA is one of the Top 15 auditors of the nation’s largest health systems.

This success is the result of four decades of steadfast adherence to a culture of responsiveness, integrity and relationships both with clients and colleagues "The PYA Way.

Responsibilities

Job Duty 2 - Answer customer questions by providing service information and resolving problems.

Job Duty 3 - Consult with users to determine steps and procedures to identify and resolve the problem.

Job Duty 4 - Identify, investigate, and resolve users' problems with computer software and hardware

Job Duty 6 - Guide users through diagnostic and troubleshooting processes, including using diagnostic tools and software and following verbal instructions

Job Duty 7 - For inquiries requiring more than a primary response, investigate and resolve customer issues directly, usually serving as the sole response source;

follow up as necessary.

Job Duty 8 - Engage in learning opportunities in other areas to gain a broader knowledge of the organization's services.

Job Duty 10 - Perform other related duties as assigned.

Required Qualifications

Educational Requirements

High School or GED

Equivalent combination of education and experience also acceptable

Other Required Qualifications

Occasionally stand and walk for up to 30 minutes at various times during the workday.

Required Experience

Zero to two years experience in customer technical support

Preferred Qualifications

Preferred Educational Qualifications

Technical Diploma in computer operations or related field.

Proposed Salary

$19.50 Hourly

Knowledge, Skills, & Abilities

ABILITIES

Ability to explain technical issues to technical and non-technical employees and customers. Proficient with or the ability to quickly learn an array of computer hardware and software.

Ability to work independently, collaboratively, and in teams.

KNOWLEDGE

Strong analytical and problem-solving skills. Proficient with Microsoft Office Suite or related software. Maintain knowledge of technological innovations and trends.

SKILLS

Robust phone contact handling and active listening skills. Customer orientation and ability to adapt / respond to different characters.

Ability to multi-task, prioritize, and manage time effectively over an extended period.

WHO WE ARE LOOKING FOR

Works well with a team. Works hard even when it's not fun. Someone we can trust, rely on, bounce ideas off of and generally have a positive experience with both personally and professionally.

We will work together on day-to-day system support and new projects. There is a steep learning curve but you remain calm and eager to think of solutions.

WHAT YOU NEED TO QUALIFY FOR THE POSITION

• 2-3 years' hands-on Help Desk or Tech Support experience.
• One or more certifications Network+, A+ and Microsoft Certifications (MCP or MCSA).
• Knowledge of network hardware (Switches, Firewalls, RAID, etc..) and protocols (TCP / IP).
• Knowledge of operating systems. Windows 7, Windows 10, MAC, Server 2008 / 2012 / 2016, and some Linux variants (optional).
• Knowledge of Office 365 (front and back setup), DropBox and Microsoft Office Suites.
• Able to work calmly under pressure.
• Communicates well both verbally and in writing.
• Plus : Ticketing systems or RMM experience.
• Preferred : PowerShell or Scripting.
• Preferred : Loves Comic Con and Rick and Morty

WHAT YOU WOULD DO

• Provide first-hand tech support to NYC, NJ & DC customers, including troubleshooting and end user training, with fast responses and documentation of your work.
• Assist engineering team in maintaining stable operation of client networks.
• Administer equipment, hardware and software upgrades.
• Administer and maintain end user accounts, permissions, and access rights. Working knowledge of Active Directory and GPO’s experience is a plus.
• Monitor and test network performance and provide network performance statistics and reports.
• Recommend, schedule, and perform network improvements, upgrades, and repairs.
• Develop, document, and train on hardware installation and troubleshooting procedures.
• Interact and negotiate with vendors and contractors to secure network products and services.
• Participate in IT projects, such as rollouts and location expansions.
BENEFITS :
• 401(k)
• 401(k)
• Dental insurance
• Health insurance
• Life insurance
• Paid time off

SCHEDULE :

Monday to Friday

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