Help Desk Analyst II

Interested in a future that exceeds your expectations? At Stratasoft, Inc. we are always looking for talented, creative, intelligent people who are motivated to make a difference. We want great people that find joy in creating and sharing the perfect solutions for our customers.

Stratasoft, Inc. is a computer telecommunications software firm specializing in application development providing CPE, hosted, and subscription based solutions that require maintenance and support services provided by our internal help desk.

In this position, you will be using your technical expertise and excellent communication skills to troubleshoot and resolve end-user issues via the telephone. This is a great opportunity to apply your knowledge and experience in technical support and customer service.

Work Environment:
- Responsible for receiving requests from customers, resellers, and internal staff
- Provide technical support and customer service needed to solve requests
- Must be available and flexible to work night shifts and weekends upon request

Core Responsibilities:
-Answer incoming help line calls and provide technical support to callers
-Create problem tickets containing accurate and complete information
-Escalate problems as necessary to upper tier technicians
-Follow-up open tickets with the requester
-Ad hoc projects as assigned

Job Qualification:
-Associate's degree or trade school experience in related IT field or equivalent work experience
-2 years of prior IT related help desk experience
-MSCE certification or related experience highly desirable