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    Help Desk Support Analyst - Charlotte, United States - Brooksource

    Brooksource
    Brooksource Charlotte, United States

    2 weeks ago

    Default job background
    Description
    Help Desk Support Analyst

    Charlotte, NC


    Brooksource is searching for a Help Desk Support Analyst in Charlotte, NC to support internal employees for our Fortune 500 Telecommunications client.

    This position is an ongoing long-term contract with potential for full-time conversion.

    This is the ideal opportunity for a recent college or IT bootcamp graduate with 3+ months of technical helpdesk experience to get their foot in the door and grow within a supportive team.


    This Analyst will be a part of Support Desk responsible for providing first level IT support for IT-related business partner issues and service requests.

    This position requires participation in a hybrid working model, with 3 days per week spent in our client's Charlotte, NC area office and 2 days remote.


    Daily You Will:

    • Provide live phone support to the employees, employing a high degree of customer service, technical expertise and timeliness.
    • Provide basic level remote IT assistance for problem resolution and escalate complex problems to second tier personnel
    • With moderate supervision, take ownership of an issue and follow through on a resolution with end users and other pertinent IT staff
    • Track support calls in the Help Desk ticketing system
    • Adhere to established standards and procedures in resolving problems.

    Major Duties And Responsibilities:

    • Receive customer support requests via phone and email from employees and contractors worldwide in a fast-paced environment.
    • Use basic troubleshooting techniques to resolve or route issues pertaining to email problems or features, network connectivity, personal computer problems, and application problems for our employee and contractor customer base.
    • Use multiple ticketing systems to document and route support case to the appropriate group(s) who can assist in resolving the issue.
    • Expect a case load of approximately 40-50 cases per day.
    • Regular interaction with various support groups and end-users at all levels.
    • Analyze problems and solve them creatively.
    • The ability to develop a strong knowledge of products, features and services and how our customers use them.
    • Ability to handle multiple tasks simultaneously, prioritize and complete specified tasks on time.
    • Ability to effectively communicate orally and in written form.
    • Assist on special projects and escalations outside of normal call taking responsibilities without affecting the team goals for hold times and abandon rates or any personal goals.
    • Learn how to identify inefficiencies and work with leadership to improve the overall functionality of the support desk.
    • An ability to follow a defined day to day work schedule and be punctual for all duties.

    Skillset:
    * *Previous over-the-phone support desk troubleshooting is required

    • Bachelor's/Associate's Degree or Bootcamp background in Computer Science or IT related field, or equivalent professional experience
    • 3+ months of previous Helpdesk or similar experience, ideally including Windows 10, basic networking, printer, virtual desktop, VPN, remote-in, password resets, and other troubleshooting experience.
    • Excellent Customer Service skills, including a positive attitude and ability to instill confidence in your customers. Proactive follow-up, effective problem resolution, and end-to-end ownership of the problems is required. Also requires proven ability to learn new systems as required to effectively support customer needs.
    • Must be team-oriented and able to work in a fast-paced environment. Must work together with team to build and maintain effective single point of contact.
    • Must be customer-centric and passionate in promoting your customers' needs and getting them met.
    • High attendance reliability

    Environment:

    • Hours: Monday-Friday, variety of shifts
    • Location: Charlotte, NC area (about 10 minutes SW of Uptown Charlotte) – 3 days per week on site, 2 days remote

    BENEFITS OF WORKING WITH BROOKSOURCE:

    • Direct communication with the hiring manager, which allows us to move candidates through the interview process faster.
    • Dedication to keep an open line of communication and provide full transparency.

    Job Types:
    Full-time, Contract


    Pay:
    $17.00 per hour

    Expected hours: 40 per week


    Benefits:

    • Dental insurance
    • Health insurance
    • Vision insurance

    Schedule:

    • Monday to Friday

    Ability to Relocate:

    • Charlotte, NC 28217: Relocate before starting work (Required)

    Work Location:
    Hybrid remote in Charlotte, NC 28217
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