Helpdesk Analyst - Plano, United States - Axelon

Axelon Plano, United States

3 weeks ago

Description

Job Title: Helpdesk Analyst (Hybrid)
Location: Plano, TX

Role Responsibilities:

Act as a single point of contact via the telephone, email or web for resolution of technology-related issues
Document customer requests in call tracking system
Support network and e-mail connectivity, computer operating systems, hardware and software, internally developed applications, mainframe and midrange operations.
Interact with customers and peers to diagnose and resolve problems
Troubleshoot, analyze, resolve, track, escalate and accurately document various technical problems
Support features, functionality, and usage of specific applications
Provide Level 1 technical support of low to medium complexity
Provide input and update to the technical knowledgebase as necessary
Adhere to established policies and procedures.
Make sound business decisions, under direction by following documented procedures
Report problems with procedures and makes suggestions for improvements
Perform related duties as assigned or requested

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