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Helpdesk Analyst in Strongsville, OH at Genesys Talent LLC

Date Posted: 3/8/2019

Job Snapshot

Job Description

We are seeking a Helpdesk Analyst for a long-term contract role in Strongsville, OH.  This position offers the possibility of extension as well as the possibility of conversion to full-time employment.  This individual must be comfortable handling calls that will require technical troubleshooting, and a CompTIA certification is preferred but not required.  Hours for this position are 9am - 6pm.   Job Function:The function of the Help Desk Analyst is to assist Refinish customers with support for proprietary software, Microsoft Windows operating system software, computer hardware, computer peripherals and basic computer networking. Customer Support is accomplished primarily by staffing and answering phone calls which involves remote support tools allowing connection into customer computers. Calls are to be handled in a timely fashion and escalated as needed for a suitable resolution. Additional mission related responsibilities will be assigned as required.

  • Provide phone support up to 20 calls a day, but not limited to that number
  • Master proprietary software, computer peripherals and support multiple computer hardware platforms
  • Respond to customers regarding vendor equipment policies
  • Maintain, create and improve knowledge base data for essential business technologies.
  • Take ownership of issues and follow through to completion with minimal, or no, supervision
  • Multitask effectively during extremely busy times and prioritize to achieve the maximum results
  • Physically possess the ability to lift up to 40 pounds
  • Assist with special projects or other department related tasks as assigned
  • Strive for first-call resolution
  • Works well in a team environment

  • A Bachelor's Degree in Business, Management Information or Computer Science is preferred; or equivalent work experience
  • Microsoft Certification for Windows 10 Operating System
  • CompTIA A+ and, or, Network+ highly desirable but not required
  • 2-4 years' experience using Microsoft Office Suite of products, especially knowledgeable of Outlook, Excel and Word
  • Working knowledge of computers, operating systems and computer networking support
  • Effective analytical abilities and technical skills to isolate problems, fix immediate needs and offer long term solutions based on root cause analysis
  • Excellent organizational skills
  • Experience providing telephone-based customer service
  • Proven ability to handle customers and manage customer call