Job Description:
Help Desk Analyst I
Location: This position will work a hybrid model (remote and in office 3 days per week). Ideal candidates will live within 50 miles of our Pulse Point location in Columbus, GA.
The Help Desk Analyst I is responsible for receiving all telephone or automated requests for IT assistance, ensuring that the request or problem is accurately recorded and fulfilled within established timeframes.
How you will make an impact:
- Handles basic technical problems via the telephone and resolves first line customer issues.
- Logs and manages calls while utilizing the correct procedures.
- Handles specialized functions including fulfillment and special projects.
- Makes appropriate and timely referrals of any requests that cannot be immediately resolved.
Minimum Requirements:
- Requires an AA/AS degree in Information Technology, Computer Science, or related field of study and minimum 1 year experience with personal computers, computer networking, telecommunications, or configuration management troubleshooting experience; or any combination of education and experience, which would provide an equivalent background.
Preferred Skills, Capabilities, and Experiences:
- 2 years customer service experience strongly preferred.
- Knowledge and use of SD tools strongly preferred.
- Technical knowledge of personal computer hardware and software, networking; telecommunications, applications, and/or configuration management strongly preferred.
- Prior experience in a call center environment preferred.
- Must be self-motivated, adaptable to change, enthusiastic and supportive of team members.
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