- 190566 - Help Desk Analyst II
- Remote Work
- 7 months
Chipton-Ross is seeking a Help Desk Analyst II for an opening in Remote, MO.
his position is responsible for delivering quality customer service by providing daily technical and operational assistance in the use of personal computers, corporate software applications, and networking. Provides the second level of technical support. • With minimal supervision, uses technical expertise and established guidelines to complete routine and assigned tasks accurately and in a timely manner. – 20% • Consistently uses courtesy while providing support to end users. Asks questions to gather information about the problem and listens carefully. Guides the user through diagnostic and resolution procedures, using clear and concise directions. – 20% • Resolves a variety of moderately complex to highly complex Help Desk ticket problems with good judgment, attention to detail, persistence, and in a timely manner. Documents, tracks, and monitors trouble tickets to resolution. Meets SLA requirements. – 20% • Researches problems that cannot be resolved by routine procedures and learns from their successful resolution for future issues. Adds undocumented problems to the documentation repository and develops revised guidelines as indicated. – 20% • Follows policies and procedure to ensure corporate data security. -10% • Executes and enforces user access guidelines and procedures. – 10% • Demonstrates increasing familiarity with all corporate software applications (including specialty software). • Demonstrates working knowledge of and troubleshoots configuration and connectivity to client/server and web-based enterprise applications and mobile-workforce applications. • Responds positively and promptly to coworker requests for assistance. Freely shares information and often coaches other team members. • Participates in assigned projects, contributing to their accurate and timely completion.
Communicates effectively with all levels of employees, both technical and non-technical. • Establishes cooperative relationships with end-users experiencing technical problems. • Demonstrates patience and control when dealing with difficult situations to adapt to multiple demands and rapidly changing priorities. • Maintains stability of performance when under pressure. • Manages time effectively while assuring attention to details. • Exercises sound judgment when making decisions. • Searches for and identifies alternative and/or innovative solutions to problems. • Works effectively to promote and support teamwork. • Working knowledge of current IT concepts and best practices, and monitors emerging trends
Microsoft certifications (such as A+), experience with incident management software, Crystal reports, basic network knowledge, and web page design are a plus. Available for after-hours on call duties, which are rotated
Bachelor’s degree in a related field and 2 years recent experience in help desk operations. OR Associates Degree in a computer science-related field and 4 years recent experience in help desk operations. OR 6 years recent experience in help desk operations.
Employment will be contingent on clearing a drug screen and background check. Both must clear prior to start date.
420 Culver Boulevard
Playa Del Rey, CA 90293
Phone: (310) 414-7800 x252 or (800) 927-9318 x252
Candidates responding to this posting must currently possess the eligibility to work in the United States. No third parties please.
Employment will be contingent on candidate clearing pre-employment drug screen and background check.
Chipton-Ross provides equal employment opportunities to all employees and applicants for employment without regard to race, color, creed, religion, national origin, sex (including pregnancy), age, disability, sexual orientation, gender identity and/or expression, protected veteran status, genetic information, or any other characteristic protected by Federal, State or local law. This policy governs all areas of employment at Chipton-Ross, including recruiting, hiring, training, assignment, promotions, compensation, benefits, discipline, and terminations.