Help Desk Analyst Job

Company Name:
Salary period: Annual
Help Desk Analyst needed for a contract opportunity with Yoh's client located in Melbourne, FL.
Possession of or the ability to obtain a 'Position of Public Trust' clearance is required as a condition for employment. Must be currently eligible to work in the US for any employer.
What You'll Be Doing:
- Respond to requests received via telephone calls, e-mail, chat, or submitted through the work orders system.
- Research and resolve requests are in a timely manner, and in accordance with current Helpdesk Service Level Agreements (also known as SLA's).
- Acquire and maintain knowledge of Windows Operating Systems (XP Pro, Windows 7, and Windows 8), MS Office Suite applications (Outlook, MS Exchange, and Internet Explorer), PeopleSoft, and a variety of other COTS or in-house developed applications.
- Support policies and standards in order to provide technically accurate solutions to customers.
- Participate in team projects that enhance the quality, or efficiency, of Helpdesk services.
- Communicate technical information to customers and team members.
- Provides Helpdesk Services that meet or exceeds the initiatives identified by End-to-End Services teams and Operational departments within IS.
- Supports incoming calls, or chats, for approximately 17,000 internal employees to meet Metric goals.
- Manage Helpdesk mailbox.
- Be an "Incident Owner"- responsible for initial submission of incidents and closure of all incidents.
- Support company acquisitions.
- Participates on End to End Service teams, or special project initiatives, as needed.
- Train the new Helpdesk team members, and provide on-going training for all team members on topics they are considered a Subject Matter Expert (SME) in.
- Provide customer training for enterprise applications, as required.
- Maintain Helpdesk internal documentation and content of customer facing website(s).
- Support Disaster Recovery Plans
- Work in a fast paced stressful environment to problem-solve and troubleshoot issues, while maintaining the highest standard of customer service using outstanding oral and written communications skills and adapting quickly to changing situations in a "team" environment.
- Must be flexible to work in a 24x7x365 "call center" type of environment; ie, flexible to work 1st, 2nd, or 3rd shifts on rotation, plus Nights, Weekends or Holidays as needed
What You Need to Bring to the Table:
- Must have a AA/AS Degree and no less than four (4) years of IT experience
- Must have at least one of the following certifications: A+, Network+, Security+ or HDI
- Minimum of two (2) plus years of working knowledge Networking protocols
- Must have the ability to obtain an Public Trust Clearance at a minimum
Bonus Points! Otherwise Known As Preferred Qualifications:
- BS Degree and at least two (2) years of technical help desk experience would be preferred
- Experience with BMC Remedy trouble ticketing system is a huge plus
- Smartphone (example: Apple iPhone and/or Android) devices knowledge is desirable
- VPN Client support would be helpful
Opportunity is Calling, Apply Now!
Recruiter: Pierre Paul
Yoh, a Day & Zimmermann company, is an Equal Opportunity Employer, M/F/D/V.
Enterprise: IT & Telecom

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