Help Desk Analyst
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Accentuate Staffing is currently recruiting for a Help Desk Support Analyst to join a fast-growing manufacturing company located in RTP, NC. The ideal candidate will be responsible for providing technical support to internal employees via phone, email, and web inquiries while mainly operating in a Windows environment. Experience with MS Dynamics or Navision required. If you are looking to gain experience with a fast-growing team and be a part of a collaborative work environment, this is the position for you!
Responsibilities:
- Provide efficient technical support to internal employees via phone, email, web inquiry and other contact channels as presented.
- Document customer interactions, troubleshooting details and service activities thoroughly and accurately within cases in the ERP.
- Escalate technical issues properly to facilitate rapid resolution.
- Distributes company-wide email communications and notices related to technology issues
- Instructs users via phone and/or email on the basic functionality of desktop applications
- Enters information into call tracking system and monitors to ensure customer service needs are met for all computer and network related issues
- Identify and escalate situations requiring urgent attention and refer highly complex or difficult technical problems to the appropriate support team.
- Provides basic support of hardware, software, applications
- Follows detailed procedures while making recommendations for routine problem solutions
- Establishes priorities on Help Desk tickets based on established helpdesk and departmental guidelines and procedures.
- Provide basic troubleshooting for Printers/Multifunction Devices and communicates with printer vendor when needed.
- Moving Desktops to users, install and configure new machine
Requirements:
- Microsoft Dynamics or Navision experience, minimum of 1 year
- Associates Degree in an IT, computer, technical related field of study
- Excellent computer skills and experience with remote services, MS Office, AutoCAD, Visio, etc.
- Ability to work independently within a team environment, effectively multitask to meet deadlines and competing priorities.
- Exhibit good interpersonal and diplomacy skills, excellent verbal and written capabilities.
- Helpdesk/ service desk experience 1-3 years
- Foundational Knowledge in several of the following areas:
- Networking – TCP/IP, Routing and Switching, Subnets, Security.
- Enterprise hardware – Server/Client OS, SANS, RAID.
- Telephony – PBX, VOIP.
- Wireless RF technologies.
- SQL, Scripting, Reporting Engines, Analytics
- 1 years managing network equipment (firewalls, routers, switches, etc.)
- A+ Certification (or similar certification / experience)
