We are a Junior Helpdesk Analyst to join our team to provide round the clock support for its Information Technology (IT) systems management, operations, and maintenance activities.
The Junior Helpdesk Analyst is responsible for providing high quality customer service and technical support. The Helpdesk Specialist relies on experience and judgment as well as preestablished procedures and instructions to identify, research and resolve technical problems. The role is accountable for ensuring a positive user experience by providing support in person, over the phone, or via remote access.
Essential Functions:
- Provide technical assistance with computer hardware and software
- Responding to client support queries
- Ability to multi-task and navigate multiple applications simultaneously
- Resolve issues for clients via phone or electronically
- Meet quality assurance (QA) and other key performance metrics
- Meet established call statistics goals
- Meet all individual monthly performance goals
- Maintain current knowledge of service center policies and procedures.
- Perform other work-related duties as assigned.
- Provide exemplary customer service
- Track customer issues and resolutions
- Report problems that occur and assist with the resolution
- Utilize databases and written materials to look up and provide information to telephone inquiries
- Respond to telephone inquiries within the set departmental staffing and time parameters
Qualifications:
- Bachelor’s degree in computer science, information technology, or a similar field
- 1 - 3 years experience working as a help desk specialist
- Knowledge of computer software systems, including databases, office applications, and operating systems.
- Experience with computers and various software programs; specifically, Microsoft Office applications including email and web communications
- Experience using ticketing system similar to Remedy
- Experience working in a high call volume environment
- Experience with MS suite
- Strong troubleshooting and critical thinking skills
- Positive and professional demeanor
- Eligibility for a Clearance
Physical Demands:
While performing the duties of this job, the employee is regularly required to sit. The employee frequently is required to walk; use hands to finger, handle or feel; reach with hands and arms; and talk or hear. The employee is occasionally required to stand. The employee may lift or move objects up to 5 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, and ability to adjust focus.
MicroHealth will recruit, hire, train, and promote persons in all job titles, and ensure that all other personnel actions are administered without regard to race, color, religion, sex, sexual orientation, gender identity, genetic information, national origin, disability, or status as a protected veteran and ensure that all employment decisions are based only on valid job requirements.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.
If you need a reasonable accommodation due to a disability for any part of the employment process, please send an e-mail to hr@microhealthllc.com with your request and contact information.