Help Desk Analyst III - ConsultNet

Service Desk Tier 1 Analyst:
· First point of contact for the users who call our IT Service Desk
· Answers incoming calls, self-service requests, emails, and chats
· Tracks all information in ticketing system
· Participates in knowledge management process to resolve tier 1 incidents and requests in a timely fashion and create new knowledge
· Escalates unresolved problem/issues/requests to the proper resolver group
· Troubleshoot basic end user issues on various software applications, hardware, network, and telecommunications systems and provide basic desktop support.
· Follow standard Service Desk operating procedures; accurately log all Service Desk tickets using the defined tracking software.

• Become familiar with Service Desk policies and processes.
• Become familiar with the Systems, Network, Core applications and each team in the IT Department.
• Other duties as assigned by the Service Desk Manager.

• 2+ years of experience in IT space, including 1+ years of experience in technical support/ helpdesk.
• Demonstrate a general knowledge of operating systems and application software to provide a high level support.
• Friendly presence and helpful attitude; good interpersonal skills and ability to work well with others.
• Ability to utilize the applications for Microsoft Office for support, reporting and documentation.
• Excellent oral and written communication skills.
• Ability to provide technical support over the phone; excellent phone skills, professional demeanor.
• Excellent problem-solving skills; ability to visualize a problem or situation and think abstractly to solve it.

Welcome to ConsultNet and the family of companies, Tekne, SaltClick, TechBridge, and OmniMedia. As a premier national provider of technology talent and solutions, our expertise spans across project services, contract-to-hire, direct placement, and managed services both onshore and nearshore.

Celebrating more than 25 years of partnership with a diverse client base, we've crafted rewarding opportunities for our consultants, fostering high-performing teams that deliver impactful results.

Over the last few years thousands of consultants have found their calling with us in roles that have made a meaningful impact on their lives, enhanced their career, challenged them, and propelled them towards achieving their personal and professional goals. At the ConsultNet family of companies, we believe effective communication is crucial in aligning the right job with your unique skills and professional aspirations. To us, it's all about the personal approach we take and the values we uphold.

Our comprehensive service offerings cover a wide range of technology positions across key markets nationwide. Client more at www.consultnet.com .

We champion equality and inclusivity, proudly supporting an Equal Opportunity Employer policy. We welcome applicants regardless of Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other status protected by law.