POSITION REQUIREMENTS:

• A minimum of 2 years of experience in a customer support environment with proven desktop, technical, and training skillset, including experience supporting resources at all levels of an organization
• Experience with Active Directory, remote desktop tools, and ticketing systems
• Experience with Microsoft Office/Office365 products, including Outlook, and Microsoft Windows 10 OS
• Strong technical, analytical, and critical thinking skills to diagnose and resolve related problems
• Ability to work efficiently on multiple tasks and projects at any given time
• Ability to work in a standard office environment, including Corporate Offices and Data Center locations, as needed
• Experience with RingCentral or NICE InContact preferred
• A minimum of an Associate Degree in related field or equivalent experience preferred; relevant professional certification(s), such as Net+, CCNA Collab, CCNE, HDI, or ITIL preferred

NOTE: THIS IS A W2 CONTRACT ROLE – C2C AND 3RD PARTY CANDIDATES WILL NOT BE CONSIDERED

The Help Desk Support Analyst will provide hardware, software, and systems support for internal employees. They will be responsible for coordinating delivery of services to internal users and collaborating with cross-functional teams to ensure IT services are operational. They will act as a point of contact for incident escalations, working both collaboratively and independently to triage and resolve IT issues.

POSITION RESPONSIBILITIES:

• Provide resolution support of technology problems escalated from the Level 1 Service Desk, including providing assistance and direction to Level 1 Service Desk Analysts, as needed
• Monitor outstanding issues to ensure both response and resolution times are met
• Address, escalate, and guide the progress of IT requests for customized applications, with exceptional attention to follow-through
• Acs as backup for the Genius Bar by being fully versed on all IT solutions
• Motivate teams and stakeholders to act without direct authority
• Provide status updates to Information Technology management and other functional areas regarding unresolved requests and system outages
• Act as a liaison between Support Center end users, technical support staff, and Information Technology management
• Perform software installations and data backup and recovery for end users
• Lead and assists on various projects regarding new applications or technology
• Create and maintain knowledgebase articles
• ·Handle other duties, as assigned