Helpdesk Analyst

Advantage Tech is looking for a Service Desk Analyst.  This position is with a client of ours that is located in Topeka, Ks.

Summary of Primary Duties and Responsibilities:

Under general supervision, act as first contact for any computer, application or system-related problem and be able to provide direct, telephone based and remote control/diagnostic support services to include software, hardware, and network connectivity support to internal users on standard PCs, laptops, various mobile devices, Windows desktop applications and technologies including MS Office, Outlook, Internet Explorer, Adobe Reader, VPN connectivity, printers, and applications developed and/or hosted in-house. Further responsibilities include monitoring workload for the distributed batch job scheduler (TWS), and monitoring of the mainframe job scheduler (Zeke). Closely monitors the system and network and resolves or dispatches problems. 

Phone support is provided in a process-oriented environment with Service Level Objectives and specific focus on exceeding customer’s expectations. This person will be called on to perform limited project management under general supervision. Individual must also provide technical knowledge and expertise necessary to solve medium to highly complex problems.  This job is to be performed with limited supervision.

A Bachelor’s degree in an Information Technology related field is preferred. T Prefer CompTIA A+ or Net + certifications.  Two years of relevant experience, may be substituted for the A+ and N+ certifications. Education or training in ITIL electronics, organizing, planning, decision making and effective communication skills preferred.

Skills, Knowledge, and Abilities:

Successful candidate must have more than two years of demonstrated job experience using basic writing, effective communications, training, and technical reading skills as well as skills with interpersonal relations, handling conflict, organizing, analyzing, planning, judgement, listening, decision making, cooperation, sensitivity to others, technical problem solving, and system trouble shooting. In addition to normal office work conditions, candidate must have the ability to perform the physical activities of the job. Individual must be able to handle shift responsibilities alone.

·         Knowledge of the recent Windows operating systems, and Microsoft Office is required.

·         Candidate must be familiar with Incident Management software and processes, remote management tools, and has higher than average customer service skills.

·         Experience with Microsoft Windows, ServiceNow, Office 365, Citrix, and Mobile Device Operating Systems is preferred. 

 

Advantage Tech is proud to be recognized as Kansas City Business Journal’s #1 locally owned IT staffing firm. We are passionate about delivering world-class service and value to our consultants and clients. 

Please visit www.advantagetech.net to learn more about our culture, benefits and career opportunities.

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