Level I Help Desk Analyst - (US-AZ-Tempe - 85289)

Minimum Education: None
Job Type: Full Time
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Responsibilities: Service Desk Analyst Level IPosition involves Level 1 Service Desk Support of all desktop hardware, software and telecommunications equipment.Process Service Requests received by phone, web form, or client tracking database.Date entry or management of data in SAP to generate, update notifications.Check warranty entitlement via web based tools supplied by the Vendors.Work tickets within a timely manner, perform first level troubleshooting and escalate as needed.Validate switch and router configuration, make changes as indicated.Troubleshoot connectivity issues.Escalate as needed, and immediately on major impacting issues such as down core network, WAN outage, or issues affecting multiple sitesConfirm Service Orders and Complete notifications.Navigateinternal/external reference support materials.Work closely with other team members to identify and suggest resolutions and improvementsTo perform this job successfully, an individual must be able to perform each essential function satisfactorily.Essential Functions of Job: ·Excellent customer service skills. ·Excellent interpersonal and communication skills. ·Professional approach in client environment. ·Ability to multitask. ·Team attitude.To perform this job successfully, an individual must be able to perform each essential function satisfactorily.Essential Functions of Job:I.Answer incoming customer inquiries via telephone, email and/or web concerning network password, telephony, voice mail, printing and computer related issues. Must be able to diagnose and resolve moderately complex system hardware, software, network, and operator issues.II.Interface extensively with end users, peers, computer technicians and other Information Technology personnel for the resolution or escalation of desktop related problems.III.Assist with all aspects of technical support, including on-site visits as needed.IV.Play an occasional contributing role on projects of low to moderate degrees of complexity.V.Maintain accurate records and calls logs for management reporting.VI.Ability to gather the required info from excel spreadsheets, be able to log into switches to configure the interfaces.VII.Answer pages within a timely manner, perform first level troubleshooting and escalate as needed.Education and/or Experience:1.2-year Associate Degree (field related) or equivalent experience required.2.Requires a minimum of 1 year corporate level helpdesk experience.3.Requires a comprehensive knowledge of computer hardware/ software concepts.If you would like to learn more about this position, please contact me EOE, M/F/D/VAre you a returning applicant?

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