Help Desk Analyst at Veloc Inc

Job Summary

Provide technical assistance to corporate customers, vendors, service providers with the following:  critical system failure, hardware or software issues, general questions, clarification on operational procedures, or require one-on-one training for specific functions with their personal computer.  This assistance includes support for in-house developed and third applications.  Schedule and follow-up of service with vendors; provide hardware, network, and peripheral device installation and troubleshooting.

Key Performance Elements

•     Provide technical support for (but not limited to) the following areas: computer incidents, desktop (hardware/software),  and third-party software/hardware applications
•     Trouble-shoot, diagnose and resolve complex PC and network problems
•     End user moves, additions and changes
•     Provide hardware/software troubleshooting training to other staff members
•     Keep incident tracking system accurate and up-to-date
•     Assist in developing and improving the team
•     Create and maintain process and procedure documentation
•     Participate in projects and provide assistance to Supervisor as needed

·         Vital customer service link for IT to stores, vendors, service providers, and franchisees.

·         Provide support for third-party applications such as MSOffice products, Adobe, Flash

·         Resolve time critical issues impacting business operations. 

·         Follow escalation matrices

·         Properly document call details in call logging database

·         Assist service providers with configuration information, parts ordering, troubleshooting

Education/Experience

·         2-4 years working with PC applications

·         2-4 years IT helpdesk experience

·         Database knowledge (Access, SQL, Btrieve)

·         A+ Certification preferred

·         ITIL and Microsoft certifications are a plus

Knowledge/Skills/Abilities

•        Excellent customer service and oral communications skills
•     Team Oriented
•     Analytical and problem solving skills
•     Proficient in Windows desktop operating systems
•     Knowledge of Windows-server infrastructure and Active Directory environments
•     Working knowledge of Citrix desktop environments a plus
•     Ability to answer telephone and respond accurately and courteously to inquiries
•     Ability to work independently and prioritize work based upon business needs

·         Extensive hardware component knowledge. Ability to be flexible with schedule, including a variety of days, nights and weekends.

·         Ability to adapt to change within environment relating to processes/procedures to meet business need