Reference Code: 949186-EQG
Description:
Our Cleveland area client is currently seeking a Level 1 Help Desk Analyst for a full time position. This is not a contract position. The Help Desk Analyst is responsible for answering the Help Desk phone and resolving issues or generating work order tickets for the appropriate IT Department staff. The Help Desk Analyst ensures that internal and external client computer related needs are handled in a prompt, efficient and appropriate manner.
Essential Functions:
· Answers the Help Line, generates a work order, resolves issue or delivers the ticket to the appropriate IT specialist. Follows up on status and closes the ticket when the issue is resolved
· Troubleshoots issues involving computer hardware, software, mobile devices and peripherals. Escalates to second level support when appropriate
· Cleans, modifies and repairs computer hardware including monitors, keyboards and printers
· Assists in the evaluation and testing of hardware and software to ensure current and in good working order
· Installs and updates desktops, laptops, PDAs, peripherals, and related software
· Communicates properly and promptly with personnel and external contacts at all times and must exhibit a high level of customer service at all times
· Assists with set up of computers in offices, conference rooms, and other locations as needed
· Maintains inventory information and licensing information as appropriate
Requirements:
· High School Diploma/GED and formal education or equivalent experience in Microsoft Basic OS Operation and Microsoft Office Basics
· Two or more years of experience in a help desk or other systems-oriented position
· Must possess an excellent customer service attitude
· Must be able to work overtime as necessary
Experience should include, but is not limited to:
· Microsoft Office
· Windows desktop operating systems
· Databases
· PC and laptop setups