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Help Desk Analyst

Location: Parsippany, NJ
Job # 9833425
Date Posted: 08-29-2017
Our client is one of the fastest growing IT Solutions companies in New Jersey.  They have an immediate need to hire a Help Desk Analyst in a full time role.
Role: Help Desk Analyst
  • Prioritizing tickets to meet SLAs ( have a good understanding of the issues and work with the client’s schedule, yours, & other available engineers who may have quicker answers than you )
  • Notify support on your current outstanding / open issues to ensure new issues don’t prevent you from completing the current ones
  • When dealing with new issues or when a large scale change is require ensure engineers are on the loop via email and also update SharePoint with any helpful information you come across
  • When dealing with an issue someone else has already worked on, ensure the other engineer is on the loop and whenever possible try to contact the engineer before making any changes or re-applying a fix.
  • Always look for a long term solution to the issue
  • Build a friendly relationship with your client
On desk procedures:
  • Before getting on a call with client
    • Note down the time you started looking into the ticket
    • Read all ticket notes
    • Have SharePoint open for client info
    • Use n-central as much as possible ( Many issues can be resolved without the need to contact the end user )
    • Leverage the support team to find out if this is a recurring issue (ticket history)
    • When possible research solution before speaking with the client
  • During call with client
    • Use the first 5 minutes of troubleshooting to give the client a scope of labor
    • Make sure all open files are saved and may be close
    • Aim for the fastest solution
    • If client is not down ensure this is the best time to look into the issue
    • Note down issues found that may be unrelated to the ticket but should be brought to client’s attention
    • Take screenshots/notes and escalate issue if required
  • Goals
    • Solve issue within scope of labor
    • Is it a permanent fix? if not efforts should be made to provide one
    • Provide expert opinion on helpful upgrades, services, or solutions the client could benefit from
    • Update ticket notes, completed it, and enter your time
Skillsets / knowledge:
  • Office software troubleshooting
    • Installs
    • Repairs
    • Default folder locations
    • Add-ins
    • Licensing
    • Patches
    • Incompatibilities
  • Backup solutions
    • DATTO
    • Evault
    • Arcserve
  • Remote Management
    • Disk size alerts
    • Connectivity alerts
    • AV alerts
    • Services alerts
  • Troubleshooting (able to pinpoint root cause)
    • Hardware
    • Software
    • Network
  • Server Knowledge
    • Active directory
      • User management
      • User setup
      • Password management
      • Logon Scripts
    • Group Policy
      • Understanding of assigning policies to OUs
    • DHCP
      • Understanding to scopes
    • DNS
      • Understanding of IP resolutions
    • Exchange ( same for office 365)
      • Mailbox creation
      • Mailbox delegation
      • Distribution lists, aliases, email forwarding
    • Print Server
      • Print shares
      • Print management
    • File Server
      • Permissions
EEO/EOE Employer - Qualified Minorities and/or Women or Encouraged to Apply
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