Helpdesk Analyst

Several helpdesk analysts positions are available with our?clients in the southern metro area on a contract and contract to hire basis.?

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Responsibilities Include:

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-Manage resolution of inbound technical calls quickly, professionally and efficiently in Call Center environment
-Diagnose hardware, software, printing and network connectivity issues, including LAN, WAN, dial-up, and VPN access in a windows XP environment, offering level 1 and 2 solutions over the phone.
-Troubleshoot Corporate applications with the use of scripted Knowledge Base and assign issues to the appropriate support group
-Follow all escalation procedures according to service level agreement
-Use remote control tool to assist end user when needed
-Research issues when answers are not readily available with the use of Web tools and search engines
-Provide an accurate record of each call in a incident management tracking tool.
-Monitor all open issues to ensure business expectations are met.
-Create technical documentation for publication in Knowledge Base

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Qualified candidates will have at least a year of previous helpdesk experience.

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To be considered for this position, please forward your resume to