LOCAL to St. Louis ONLY - Remote Help Desk Analyst (Night Shift) - huge growth potential
L1.5 Help Desk Analyst - 2 openings Location - in Weldon Springs, MO – 100% remote... Position is Night Shift: 12am – 8am Training will be during normal business hours (1st shift) in office, onsite 2-3 days for the first and second week - this is mandatory Once they are fully trained, there will be rotational on-call weekend support - minimal Manager Notes Seeking 2-6 years of experience 2 openings due to growth This is a “stepping stone” team with huge growth potential. If they don’t have previous enterprise experience they really struggle Drive and Energy are key, can’t take short cuts, think out of the box, coachability, energy level up, enterprise experience. Day to Day! Day shift is very busy, multi-tasking, working through multiple channels, have new phone calls, emails, open tickets, sending chat messages on the side, etc. In the office, some people may walk up. Prioritizing is key Helpdesk 1.5 – routing is still something they do, but they also do a lot of troubleshooting, actioning, work closely with workstation team. Day Shift ticket volume– 45+ opening tickets, Close 25+ tickets. Evening shift ticket volume – 30 open tickets, 15 closing tickets. Currently only two people on the night shift. Everyone will work normal business hours during training. Candidate should be prepared to be in office while in training for 2 weeks. Culture fit and personality is everything - customer service attitude Manager likes people who OVERCOMMUNICATE – as soon as there is a situation or even a “just in case” let her know at the time of the occurrence, not 5 minutes before your shift. SKILLS AND ABILITIES: The more the better A+, Network & Microsoft Certified Desktop Support Technician is a plus Proficient with Windows desktop environment (Win 10 & Microsoft Office) and MACs Basic TCP/IP networking VoIP Telephony Windows Terminal Server end user support Mobile device support - Blackberry & iPhone Printer technologies Video conference & meeting room technology Dell workstation hardware Excellent communication & organizational skills Strong telephone and customer service skills Strong analytical and problem-solving skills. Availability to work overtime, as required Responsibilities Under minimal supervision, acts as a senior level support resource providing first and second-tier support for IT incidents and requests from associates via phone, email, and remote connection to resolve routine problems regarding hardware, software, and peripherals. Uses detailed knowledge of the infrastructure environment to effectively deliver IT and business requirements. Attempts to resolve as many requests as possible during first contact, determines urgency of needs, prioritizes, and responds to support requests by taking corrective action or routing requests to appropriate IT specialists. Provides customer-oriented follow-up in a courteous, efficient and timely manner. Records, dispatches and closes service requests using ServiceNow software.
Requirements
Post-Secondary Education graduate or relevant experience Technology/desktop support experience Fluent English Language skills both spoken and written Windows desktop environment support Mac support is a plus Knowledge of Windows Server environment administration (AD, Exchange) Proven understanding of a wide range of end user computing technical requirements, hardware knowledge and troubleshooting, as well as proven ability in handling project related tasks Ability to work efficiently as part of a team environment Ability to work well independently and be proactive with task and time management Ability to diagnose software and hardware problems Effective oral and written communication skills Effectively manage relationships with all levels of internal stakeholders Apply Job! Apply tot his job Apply tot his job Apply To this Job