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Helpdesk Analyst/Technician
Allegis Group - West Palm Beach, FL
posted 18 days ago
About the position
The Helpdesk Analyst position involves providing Level 1 and Level 2 technical support for clients, primarily through phone and email communication. The role requires troubleshooting various technical issues, including password resets, network printer problems, and software installations in a fast-paced call center environment. The analyst will serve as the first point of contact for users, ensuring efficient resolution of their technical queries while maintaining a high level of customer service.
Responsibilities
- Provide first level assistance to clients
- Serve as the first point of contact for customers seeking technical assistance over the phone or email
- Perform remote troubleshooting through diagnostic techniques and pertinent questions
- Determine the best solution based on the issue and details provided by customers
- Walk the customer through the problem-solving process
- Direct unresolved issues to the next level of support personnel
- Provide accurate information on IT products or services
- Record events and problems and their resolution in logs
- Follow-up and update customer status and information
- Pass on any feedback or suggestions by customers to the appropriate internal team
- Identify and suggest possible improvements on procedures
Requirements
- Minimum of 2 years' experience working in an enterprise Help Desk/Call Center environment
- Help Desk experience in a medium-large Microsoft Windows environment (1000+ users)
Nice-to-haves
- Extremely good customer service skills
- Ability to multi-task and pay attention to detail
Benefits
- Medical, dental & vision
- Critical Illness, Accident, and Hospital
- 401(k) Retirement Plan - Pre-tax and Roth post-tax contributions available
- Life Insurance (Voluntary Life & AD&D for the employee and dependents)
- Short and long-term disability
- Health Spending Account (HSA)
- Transportation benefits
- Employee Assistance Program
- Time Off/Leave (PTO, Vacation or Sick Leave)
