Job Description :
Help Desk Analyst II – 16449
43017,Dublin,OH
6+ Months Contract Job

Job Description:
A Corporate Systems Technology Help Desk Analyst is responsible for providing 1st Tier Support for Fiserv’s internal systems and business processes. The analyst will capture and document the details of issues reported and the troubleshooting steps taken to resolve problems, or escalate to an appropriate team if unresolvable, by using the ticketing system which manages and tracks requests and incidents. The Help Desk Analyst must be able to adjust to a rapidly changing environment and have excellent interpersonal, communication (both verbal and written) and problem-solving skills. The ideal candidate will have a balance of customer service skills as well as an aptitude for the technical nature of the position.

Essential Job Responsibilities:
Provide Tier 1 technical support for computer hardware and software issues, including direct and remote network connectivity, both over the phone and via walkup service
Provide Tier 1 technical support for mobile devices, including iphones, Blackberries and tablets both over the phone and via walkup service
Administer active directory, mainframe, and other user accounts as applicable
Capture and document the details of an issue and troubleshooting steps taken in order to escalate the issue or document the resolution; use a ticketing system to track and manage requests
Interact with peers and Tier 2 teams for knowledge sharing, research, and updates
Proactively identify potential issues in the enterprise environment; alert incident management and peers as appropriate
Process service requests, including remote software installations, access requests, and RSA token distribution

The above statements are intended only to describe the general nature of the job, and should not be construed as an all-inclusive list of position responsibilities.

Required Qualifications:
Education:
High School diploma, required
Bachelor’s degree, preferred
Certifications:
ITIL Foundations, preferred
Job Related Experience:
Minimum 2 years technology support experience
Information Technology customer service experience
Experience in supporting Microsoft Windows (Server/Workstation) and mainframe environments
Experience with wired and wireless networking, including Virtual Private Network (VPN) remote connectivity
Experience with MS O365 and Outlook
Knowledge of Microsoft Active Directory administration
Knowledge of incident management and service request fulfillment processes

Additional Skills/Knowledge:
Proficient verbal and written communication skills
Ability to multi-task and adapt to a rapidly changing environment
Possess a sense of urgency, can prioritize work, and manage deadlines
Aptitude in understanding technical concepts and learning new technologies
Flexibility and reliability relative to work schedules


Client : our direct client

             

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