Help Desk Analyst - 1st Shift

Located throughout the United States and Canada, DecisionOne serves leading companies and government agencies with tailored information technology support services that maximize the return on IT investments, minimize capital infrastructure costs and optimize operational effectiveness.

With more than 1,500 technology professionals and an extensive, geographically distributed network of service locations, DecisionOne’s technology and business solutions combine complementary foundation services improving coverage, availability and response to satisfy the technology needs of our customers.

• Providing Remote Technical Support for end users.
• Assist customers via phone by troubleshooting, diagnosing and repairing of hardware and software.
• Position will also use remote software for problem resolution.
• Provide technical assistance to customers on a variety of products as required for problem determination and resolution.
• Diagnose system hardware, software, and operator problems and recommends or performs remedial actions to correct problems based on knowledge of system operation.
• Position will process Incidents and Service Requests.
• Verify customer information and log calls with appropriate information into call tracking data base.
• This position is responsible for receiving and responding to customer problems received via ticketing system, phone and email.

Required Experience:

6 months of technical service desk experience preferred. A minimum 1 year' technical support of computer hardware and software and internet connectivity issues is desired.

• Must be able to work the scheduled shift: 7:00 AM to 7:00 PM, 8.5 hour shift
• Ability to interface with clients as well as work with one or more teams of Level 1 technicians.
• Excellent customer service skills including phone etiquette, listening skills, empathy, sense of urgency and enthusiasm.
• Advanced functionality of PC and Windows system software.
• Advanced problem analysis skills.
• Ability to analyze and interpret a variety of lists, databases, reports and software applications used in the processing of service requests.
• If needed, take over a call or ticket, then mentor another tech on how it should be handled for the future.
• Leadership skills are required to interact with customer’s personnel for upper level technical support and procedural issues.
• Excellent verbal and written communication skills with emphasis on customer experience; including handling difficult customers and conflict resolution.
• Use of Knowledge Base or Run-book for technical support.
• Active Directory skills a plus.
• Multitasking - Sets priorities, quickly zeros in on the critical few and puts the trivial aside; can juggle numerous tasks and priorities while maintaining productive flow of work.
• Schedule flexibility and excellent attendance record required.
• Able to work with minimal supervision and make decisions relating to issues not spelled out in desk policy or procedures.
• Ability to handle several projects simultaneously, either individually or in a team setting.

DecisionOne offers an excellent compensation and benefits package commensurate with experience along with the opportunity to grow with an industry leader.

If you are looking for a challenging position that will afford you the opportunity to be on the cutting edge of today’s information technologies, then we have the job for you.

DecisionOne is proud to be an Equal Opportunity/Affirmative Action Employer M/F/D/V. Please be advised that DecisionOne requires the successful completion of a drug screening and background check as a condition of employment.