IT Help Desk

Key Responsibilities

• Serve as a technical expert, providing assistance and support to customers and junior analysts.
• Support Deployment, ECARE, and RTO programs, including troubleshooting and vendor coordination.
• Identify root cause issues with Tier 1 applications and communicate findings to Business Partners.
• Analyze customer workflows and facilitate operational support.
• Translate customer requests into appropriate incident specifications.
• Maintain and enhance technical knowledge of assigned applications and programming languages.
• Collaborate with Reporting and Problem Management teams on reporting needs.
• Deliver exceptional customer service by being courteous and responsive.
• Participate in departmental programs that promote outstanding customer service.
• Perform additional duties and special projects as assigned.

Key Requirements and Technology Experience

• 1+ years of customer service experience.
• 1+ years of Help Desk experience preferred.
• Computer Science degree or equivalent years of experience preferred.
• A Certification or equivalent experience preferred.
• Network Certification or equivalent experience preferred.
• Strong technical skills in computer concepts such as operating system commands and scripts (i.e., UNIX, NT, PC Fundamentals, OS2, etc.).
• Excellent written and oral communication skills.
• Strong organizational and multitasking abilities.