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Help Desk Analyst
Ref No.: 17-00320
Location: Orlando, Florida
Start Date: 10/23/2017
 Job Title: Help Desk Analyst
Work Schedule :2nd shift 3:30 PM – 12:00 AM
Location: Orlando, FL
Duration: Full Contract
Representative Duties
· Answers, evaluates, troubleshoots, and prioritizes telephone, email, and in-person requests for assistance from end-users and customers experiencing technical problems
· Initiates customer contact, gathers information, and documents accurately and completely all relevant information regarding issues in IT Service Management System
· Follows up on outstanding requests; monitors and responds to tickets assigned to queues; escalates and assigns complex incidents to second-level support groups
· Supports all of the hardware and software used by the Orange County enterprise
· Communicates written and verbal information effectively in both technical and non-technical terms; provides status of system outages or events to customers
· Participates in technical writing and updates supporting Help/Service Desk documents
· Interacts and coordinates resolution of problems with internal and external IT groups and/or vendors
· Monitors multiple computing center systems and job processes based on customer and operational requirements.
· Investigates operational errors to determine cause and refers problems with possible solutions to supervisor. Takes appropriate corrective action to ensure timely completion of all scheduled work on various computer systems.
· Maintains a positive approach in handling customer complaints; remains calm and professional when dealing with difficult customer situations
· Displays flexibility and adoptability towards change
· May be required to work a flexible schedule, including nights, weekends, and holidays
· Proficient in a variety of software, operating systems and programs
Completes other work-related projects or duties as assigned
· Participates in Disaster Recovery/Business Continuity Plans
· Shift work; may be required to work a flexible schedule, including nights, weekends, and holidays
Minimum Qualifications
Associate's degree from an accredited institution in Computer Science or closely related field and one year of customer service experience in a computer support environment.
· Customer service experience in a computer support environment may be substituted for education on a year-for-year basis
· Associate's degree may be substituted for four-years of recent direct job experience in a medium to large-scale enterprise IT support environment
· A+ Certified