196025 - Help Desk Analyst I
$28 to $33.00 DOE
6 mos

Chipton-Ross is seeking a Help Desk Analyst I for an opening in Topeka, KS.

Under general supervision, act as first contact for any computer, application or system-related problems and be able to provide direct, telephone based and remote control/diagnostic support services to include software, hardware, and network connectivity support to internal users on standard PCs, laptops, various mobile devices, Windows desktop applications and technologies including MS Office365, Outlook, Internet Explorer, Edge, Adobe Reader, VPN connectivity, printers, and applications developed and/or hosted in-house. Support is provided in a process-oriented environment with Service Level Objectives and specific focus on exceeding customer’s expectations by delivering quality customer service. With minimal supervision, uses technical expertise and established guidelines to complete routine and assigned tasks accurately and in a timely manner. 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. Resolves a variety of 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. Follows policies and procedure to ensure corporate data security. Executes and enforces user access guidelines and procedures. 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. Participates in assigned projects, contributing to their accurate and timely completion. Communicates effectively with all levels of employees, both technical and non-technical.

Prefer CompTIA A+ or Net + certifications. Education or training in ITIL, electronics, organizing, planning, decision making and effective communication skills preferred. Successful candidate must have more than two years of demonstrated job experience using basic writing, effective communications, training, and technical reading skills as well as skills in interpersonal relations, handling conflict, organizing, analyzing, planning, judgment, listening, decision making, cooperation, sensitivity to others, technical problem solving, and system troubleshooting. Knowledge of Windows 7 or Windows 8, and Microsoft Office is required. Candidate must be familiar with Incident Management software and processes, remote management tools, and has higher than average customer service skills. Experience with ServiceNow, Office 365, Citrix, and Mobile Device Operating Systems is preferred. In addition to normal office work conditions, candidate must have the ability to perform the physical activities of the job. Candidate will be responsible for providing technical support and troubleshooting for internal customers. Proficient with Windows 10 support and troubleshooting. Majority of the support provided by this candidate will be over the phone remotely. There will be limited hands on support for users and no required travel at this time. This job is performed with little supervision and REQUIRES the candidate to work independently, multi-task and prioritize workload accordingly. Must be detail oriented and candidate must be able to effectively communicate with all levels of employees, including technical and non-technical in a timely manner. Candidate will be responsible for monitoring many applications for Evergy including Teams and Outlook. Candidate must be able to navigate between these applications as needed. Candidate should have proficient keyboarding skills with little to no errors (no less than 40WPM). Candidate must be familiar with Incident Management software and processes, remote management tools, and has higher than average customer service skills. Experience with ServiceNow, Office 365, Citrix, and Mobile Device Operating Systems is preferred. Valid driver's license required.

Accredited Bachelor’s degree in a related field and 1 year recent experience in help desk operations. OR
Accredited Associates Degree in a computer science-related field and 2 years recent experience in help desk operations.
Accredited High School diploma/GED and two years of demonstrated work experience on a Service Desk.

This is a Monday through Friday position. Hours vary from 6:30a-5:00p (working eight-hour shift to cover core work hours).

Candidate will be required to report to their assignment for up to 1 or 2 weeks to receive the necessary equipment and training for this position. Once established this position will be working remote until work from home orders are lifted. Once return to work is announced reporting location will be TOPEKA, KS. Candidates should be located within 30-45 minute commute for this position. Candidate will need to have access to a phone and working internet connection in order to work remote.

Applicants responding to this position will be subject to a government security investigation and must meet eligibility requirements by currently possessing the ability to view classified government information.

To ensure compliance with President Biden’s September 9, 2021 executive order, the client is implementing a new requirement for U.S.-based employees to either show proof of being fully vaccinated from COVID-19, or have an approved reasonable accommodation (based on a disability/medical condition or sincerely held religious belief) exempting them from the requirement, by December 8, 2021 (timing may vary in some states). Individuals who are unable to meet COVID-19 requirements due to a disability/medical condition or sincerely held religious belief may apply for a reasonable accommodation during the post-offer process. Individuals with approved accommodations will be subject to frequent COVID-19 testing.

Employment will be contingent on clearing a drug screen and background check. Both must clear prior to start date.

Zachary Fasano
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.