Help Desk Analyst - cyberThink, Inc
Chester, PA 19013
About the Job
Job Description:
The Help Desk Analyst provides Level 2 Support for the Client. This role focuses on managing technical support requests, troubleshooting hardware and software issues, and delivering top-tier customer service to end users. The candidate must possess excellent problem-solving skills, work well in a team, and have strong communication abilities to handle escalations and maintain service levels.
Key Responsibilities:
Required Skills and Experiences:
The hourly range for roles of this nature are $20.00 to $40.00/hr. Rates are heavily dependent on skills, experience, location, and industry.
cyberThink is an Equal Opportunity Employer.
The Help Desk Analyst provides Level 2 Support for the Client. This role focuses on managing technical support requests, troubleshooting hardware and software issues, and delivering top-tier customer service to end users. The candidate must possess excellent problem-solving skills, work well in a team, and have strong communication abilities to handle escalations and maintain service levels.
Key Responsibilities:
- Manage expectations and communication with customers, end users, and executive sponsors
- Ensure adherence to quality standards for support services
- Monitor and reassign support tickets to ensure timely resolution based on service level agreements (SLAs)
- Serve as the escalation point for high-priority issues and complex technical problems
- Make policy recommendations on system usage and services
- Coordinate with software and hardware vendors for product-related issues
- Provide subject matter expertise for custom and commercial off-the-shelf (COTS) applications
- Collaborate with programmers to resolve software errors and suggest enhancements
- Act as an in-house consultant, recommending alternative software/hardware solutions when needed
- Test software and hardware to ensure usability and effectiveness
- Create and update software/hardware evaluation reports for management
- Develop, revise, and distribute user training materials and manuals
- Conduct on-site and classroom training for end users, or recommend external trainers
- Provide technical assistance and troubleshooting support for hardware, software, and systems
- Serve as the primary contact for Level 1 support and handle escalated user issues
- Diagnose problems and determine root causes, whether from hardware, software, or system-related issues
- Collaborate with technical and non-technical co-workers to find solutions
- Use diagnostic software and tools for remote problem resolution
- Stay current with industry trends through independent study and relevant publications
- Follow established quality standards and demonstrate strong customer service skills
- Work effectively in a team environment and complete assigned tasks within deadlines
- Exhibit strong written and verbal communication skills
Required Skills and Experiences:
- Expertise in troubleshooting and providing hands-on technical assistance
- Experience with a variety of call-tracking software systems
- Knowledge of hardware, software, systems, and diagnostic procedures
- Proven ability to provide high-quality customer service
- Ability to manage escalations and meet SLA targets
- Strong written and spoken communication skills
The hourly range for roles of this nature are $20.00 to $40.00/hr. Rates are heavily dependent on skills, experience, location, and industry.
cyberThink is an Equal Opportunity Employer.
Source : cyberThink, Inc
