Title: Help Desk Support AnalystLocation: Louisville, KY – Position may support multiple locations in Louisville, KYSchedule: Mon – Fri, 8AM – 5PM ESTNote: This is a W2 contract role – C2C and 3rd party candidates will NOT be consideredThe Help Desk Support Analyst will provide quality customer service and second level technical support to computer users via walk up, telephone, and email channels. They will be responsible for coordinating delivery of services to internal users and collaborating with cross-functional teams to ensure IT services are operational. They will improve Information Technology systems, processes, applications, and technology. They will act as a point of contact for incident escalations, working both collaboratively and independently to triage and resolve IT issues.Position Responsibilities:
Provide resolution support of technology problems escalated from the Level 1 Service Desk, including providing assistance and direction to Level 1 Service Desk Analysts, as needed
Monitor outstanding issues to ensure both response and resolution times are met
Address, escalate, and guide the progress of IT requests for customized applications, with exceptional attention to follow-through
Motivate teams and stakeholders to act without direct authority
Provide status updates to Information Technology management and other functional areas regarding unresolved requests and system outages
Act as a liaison between Support Center end users, technical support staff, and Information Technology management
Perform software installations and data backup and recovery for end users
Lead and assists on various projects regarding new applications or technology
Create and maintain knowledgebase articles
Handle other duties, as assigned
Position Requirements:
A minimum of 2 years of experience in a customer support environment with proven desktop, technical, and training skillset, including experience supporting resources at all levels of an organization
Experience with Active Directory, remote desktop tools, and ticketing systems
Experience with Microsoft Office/Office365 products, including Outlook, and Microsoft Windows 10 OS
Strong technical, analytical, and critical thinking skills to diagnose and resolve related problems
Ability to work efficiently on multiple tasks and projects at any given time
Experience with RingCentral and/or NICE InContact preferred
A minimum of an Associate Degree in related field or equivalent experience preferred; relevant professional certification(s), such as Net+, CCNA Collab, CCNE, HDI, or ITIL preferred
