Help Desk Analyst

Help Desk Analyst

One Source Communications | www.ostcm.com | Apply Online: https://exchange.onesource4u.com/

Position Based In: Greenville, NC

Position Status: Full time

Position Level: Experienced / Non-Manager

Position Department: IT Services

Our Mission To honor God as servant leaders through excellence in relationships with our clients, vendors, community and each other

If anyone wants to be first, they must be the very last, and servant of all. Mark 9:35

Our Ideal Help Desk Analyst

First and foremost a great communicator Has an affinity for computers and a broad knowledge of computer systems Is thirsty for knowledge Ability to tackle new problems quickly Uses available research tools to resolve issues Can work well with minimal supervision Thrives in environment with methodical processes Excellent problem solver

The Basic Summary The Help Desk Analyst provides Tier 1 help desk support for One Source Communications IT clients in order to resolve technical PC, server, and network related issues.

Specific Responsibilities

·         Provide first level customer support including troubleshooting basic issues with computer hardware, network/internet connectivity, email, and software applications as well as completing client requests for password and user account administration

·         Create properly formatted tickets for client calls & emails in tracking software as the work occurs

·         Ensure constant service ticket flow by escalating tickets that require higher level assistance

·         Coordinate scheduling of service visits and technician support phone calls to clients

·         Maintain inventory of customer owned equipment in-house and organization of service area

·         Communicate ticket status and document updates to clients and technical staff as needed

·         Provide first level after hours and holiday on-call support on a revolving basis with other staff

·         Ask and gather intelligent questions about the client’s business and accurately document

·         Document opportunities that are discussed or discovered while interacting with clients

·         Perform basic computer hardware and software installations, configurations, and virus removals

·         Keep information regarding our clients, their data, and other sensitive information confidential

·         Create and maintain documentation for client and internal tasks and procedures

·         Study for and pass industry certifications as identified and required

·         Read educational materials as needed and directed for job proficiency

·         Develop and/or revise best practices and processes for Help Desk procedures

Essential Qualifications

·         High school diploma, at least two years of secondary education preferred

·         Must have a valid driver’s license and reliable transportation for travel as far as 75 miles from the office

·         Must be able to work a full-time 40 hour work week which may include after-hours support

·         Exceptional computer and system administration skills on Microsoft based clients and servers

·         Firm understanding of the configuration of basic networking components and peripherals

·         Good verbal and written communication skills for interactions with customers on a daily basis both in person and on the phone

·         Ability & willingness to operate in a fast-paced and dynamic environment with a calm demeanor and maintaining a “win/win” attitude

Preferred Qualifications

·         Previous experience as a system analyst, help-desk support provider, or equivalent role

·         Previous experience with procedure writing or other technical writing

·         Intricate knowledge/experience with workstation, server and network diagnostics, repair, and installation

·         Expertise with MS Windows Server, MS Exchange, ConnectWise, or N-Able

·         Expertise with all aspects of Apple OS X

·         CompTIA A+, Network+, and various Microsoft certifications

·         Experience with VDI, virtualization technologies, or cloud hosting

·         Understanding of the fundamentals of DNS, especially as related to mail servers

·         Familiarity with Linux/Unix based operating systems and system administration

·         Familiarity with SonicWALL and / or Cisco firewalls and other appliances

·         Experience with phone wiring and phone switch installation / programming / maintenance

·         CRC preferred

Benefits

·         Our Competitive Compensation Package Includes:

·         100% Company-Paid Health Insurance

·         Generous Paid Time Off (PTO)

·         Life Insurance

·         Long Term Disability Insurance

·         401K Matching Retirement Program

·         Onsite Fitness Area

·         Corporate Chaplain Services

Take the Next Step

Use this URL (https://exchange.onesource4u.com/) to apply for this position through the One Source Communications Website.

About One Source Communications

We are a leader in providing managed communication services for business. Our clients range from sole proprietor businesses to large enterprises with thousands of locations. We offer our clients a relationship experience that is tailored to meet their specific needs from service to billing to ongoing contract management.

Our management service allows our clients to take advantage of the best pricing and communications products from multiple carriers and vendors and receive one accurate, consolidated communications invoice for all services. We also provide in-house support specialists for all client communication services. Our motto is: One Number to Call and One Bill to Pay for all business communications services.

We are experiencing rapid growth, and yet we are committed to maintaining a culture that is like a family and remaining true to our mission – To honor God as servant leaders through excellence in relationships with our clients, vendors, community and each other. Our headquarters is ideally located in eastern North Carolina and is within driving distance of beaches, mountains and major metropolitan centers.