Help Desk Analyst

Chattanooga, TN | Contract

Job ID: 16420 Industry: IT

Zycron has an Help Desk Analyst opportunity.  This job is with a large company located in Chattanooga TN.

The help desk analyst provides tier 1 phone, on site and service desk window walk up customers support and coordination.

Skills/Responsibilities:

  • Provides call center, network and production control support in the consolidated it customer operations center itco .  
  • Must have Apple Mac, iPad and Windows 10 support experience.
  • Must have good people skills for one on one customer interaction IOS, Android support experience preferred.
  • Primary focus will be customer walk-in support, PC & mobile troubleshooting and equipment surplus.
  • Troubleshoots and restore routine technical service and equipment problems by analyzing, identifying and diagnosing faults using established processes and procedures.
  • Recommends process improvements for problem prevention.
  • Documents work flow in ticket management system.
  • Maintains technical instructions for standard processes.
  • Evaluates messages from monitoring tools and takes action to resolve and prevent it infrastructure issues. Escalates problems to tier 2 or 3 as required.
  • Provides shift rotational coverage as needed 24x7 knowledge of it infrastructure hardware and software.
  • Knowledge of end user tools. Knowledge of hpsm, hp openview, or similar tools.
  • Good oral and written communication skills:
    • 1 communicate with customers to diagnose and resolve problems;
    • 2 communicate with infrastructure operations io engineering and operations personnel on a technical level.
  • Ability to work under time constraints.
  • Problem analysis and analytical skills.
  • Ability to document work processes.

Education:

  • A bachelor?s degree in computer science, engineering, math, business, or related field of study; or equivalent education, training experience

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