Service Desk Analyst
The Service Desk Analyst provides 24×7 network, hardware, and software support for various client communities which includes troubleshooting and resolving issues regarding LAN issues, application issues, server, AS/400 devices, desktop issues, mainframe issues, proprietary applications, mobile devices, and PC support in a Windows 98/2000/2003/XP/Vista environment. Starting salary for well-qualified candidates is $18,000-$20,000 annually with full benefits, including medical, dental, vision, 401(k), laptop reimbursement program, paid certifications, tuition reimbursement, paid vacation and personal time off.
Responsibilities:
· Respond to telephone calls, email, and personal requests for technical support in a timely manner and have the ability to explain technical situations to non-technical individuals.
· Document incidents/problems and clearly document the issue, troubleshooting steps taken, and comments in an incident management system.
· Identify, research, and resolve technical problems and escalate problems to other support teams when necessary.
· Work in a fast-paced environment, able to adapt to frequent change and be able to work a flexible schedule
· Work with diverse groups and individuals to set goals, establish priorities, and solve complex problems
Required Skills:
· Solid understanding of basic network components and concepts
· Ability to provide support to end users on a variety of topics including Windows 98/2000/2003/XP/Vista, MS Office, printers, mobile devices, and email issues
· Mature, self-motivated, and professional with excellent written and verbal communication skills
· Strong problem solving/analytical abilities
· Strong commitment to quality customer service
· Ability to work independently as well as willing to follow direction and best practices
· Desire to help others and share your knowledge with other team members
· Strong ability to multi-task
· Regularly demonstrates initiative in supporting the customer outside of expected job assignments
· Attention to detail
· Candidates must also be able to work any shift, holidays, and weekends
Desired Skills:
· One (1) year experience in a technical support or service desk environment or degree in Information Systems or equivalent
· Customer Support/Service Desk/Call Center experience
· Any current certifications a plus (MOUS, MCP, A+)
We are committed to delivering cutting edge solutions and creating satisfied customers. As a recognized leader in the technology industry, we specialize in several core services and solutions including:
· End User Services
· Network Services
· Development Services
· Litigation Support
· Portal Software
· Network Monitoring Software
To deliver on this promise, Buchanan Associates employs only the best and brightest in the technology field backs them up with proven processes and maintains an overall focus on the business relationship we have with our clients. It’s the perfect combination of people, process and technology.
Why work with Buchanan Associates? We provide excellent mentoring and training programs for our analysts. Continuously striving for excellent service to our customers, BA is dedicated to providing free training and certification programs to our employees. We back our commitment with other benefits and provide competitive packages that provide our employees a career-path for growth and earning potential.
Candidates must be able to pass a background check. Buchanan Associates does not work with third party vendors or placement agencies.
