Help Desk Analyst - Salt Lake City, United States - SPECTRAFORCE

Description

Title: Helpdesk Analyst

Location: Salt Lake City, UT

Duration: 12 months, likely extensions

This role requires ~1 weekend a ~month availability

WEEKLY Schedules Monday-Friday

6:00AM to 2:30PM

9:30AM to 6:00PM

WEEKEND Schedules - Monday/Tuesday and Saturday/Sunday - 4 days at 10 hours per day:

6:00AM to 4:30PM

8:30AM to 7:00PM

This role requires 100% onsite availability. 5 days in office.

YOUR IMPACT

The client's Senior Service Desk team provides the highest level of technical support to the top executives of the firm globally operating 24/7 and 365 days a year.

The team works in a high paced environment and collaborates with various teams globally to provide in and out of office technical support for our partners and their clients. Our team has the ability to stay calm in highly stressful situations and are instrumental in making sure that our clients' concerns are addressed with the highest level of professionalism and accuracy.

Working for this team is a great opportunity to experience the high paced and dynamic environment of the bank. The ability to multitask, think on your feet and maintain a highly professional presence while working in this team will be crucial to your success.

You will also have the chance to work alongside highly motivated and experienced engineers, work with and support cutting edge technology and applications.

OUR IMPACT - THE TECHNOLOGY DIVISION

Our team of engineers builds solutions to the most complex problems. We develop cutting-edge systems and processes that form the core of our key business and enable transactions to move in milliseconds. We provide real-time access to critical deal information and crunch billions of data points each day to inform firm-wide market insights and strategies. Team members have the opportunity to work at the forefront of technology innovation alongside industry leaders and make significant contributions to the field.

Responsibilities

• Must be client-focused with ability to provide white-glove treatment to our clients.
• Must have the understanding and sense of urgency to address and resolve issues as quickly and accurately as possible.
• Address client requests and issues via phone or email.
• Provide world class quality of service to our clients throughout the resolution process.
• Engage engineering teams and product owners to assist with troubleshooting as needed.
• Perform 'cradle to grave' ownership of all issues by providing timely updates to clients and by constantly following up with escalation teams until the issue is resolved.
• Demonstrate excellent ticket hygiene by selecting appropriate product categories, keeping detailed ticket notes, managing ticket backlog, etc.
• Maintain effective documentation by regularly reviewing and updating knowledgebase content.
• Take a proactive approach in analyzing current practices to identify areas for improvement and make suggestions for more efficient and strategic solutions.
• Be willing to learn and develop subject matter expertise in the systems and products we support, such as Messaging (Exchange, etc.), Zoom, SharePoint, Mac, Unix, Voice, Mobile and others.

Basic Qualifications

• Minimum 2 years of experience working in the technical support field in an enterprise environment, preferably with phone support experience.
• Solid technical knowledge, troubleshooting skills and support experience with the following:
• Zoom
• Microsoft Windows platform (Windows 7, 10)
• Networking, LAN, WAN, corporate enterprise domain infrastructure environment
• Windows desktop and server operating system
• Microsoft Active Directory
• Microsoft Outlook
• Good understanding of the Microsoft Office products such as Word, Excel, and Power Point.
• Basic conceptual knowledge of Citrix/VMware/VDI/Virtualization.
• Ability to perform Mobile OS (iOS/Android) application troubleshooting.
• Team player mentality, collaborative, self-learner and self-motivated.
• Good understanding of English and good communication skills is a must.
• Strong customer service skills and focus on ownership throughout the resolution process.
• Flexibility to occasionally work any 24x7 shift to accommodate BCP or other business impacting events.
• For our Asia language support team, hours of operation would match with region of support based on language spoken.

Preferred Qualifications

• The use of software-based web conferencing programs such as Lync, Skype, WebEx, Zoom.
• Experience operating and troubleshooting on a variety of multimedia /audiovisual hardware and software for at least 2 years.

Education: High School Diploma Required

About Us: Established in 2004, SPECTRAFORCE is one of the largest and fastest-growing diversity-owned staffing firms in the US. The growth of our company is a direct result of our global client service delivery model that is powered by our state-of-the-art A.I. proprietary talent acquisition platform, robust ISO 9001:2015/ISO 27001 certified processes, and strong and passionate client engaged teams. We have built our business by providing talent and project-based solutions, including Contingent, Permanent, and Statement of Work (SOW) services to over 140 clients in the US, Canada, Puerto Rico, Costa Rica, and India. Key industries that we service include Technology, Financial Services, Life Sciences, Healthcare, Telecom, Retail, Utilities and Transportation. SPECTRAFORCE is built on a concept of "human connection," defined by our branding attitude of NEWJOBPHORIA, which is the excitement of bringing joy and freedom to the work lifestyle so our people and clients can reach their highest potential. Learn more at:

Benefits: SPECTRAFORCE offers ACA compliant health benefits as well as dental, vision, accident, critical illness, voluntary life, and hospital indemnity insurances to eligible employees. Additional benefits offered to eligible employees include commuter benefits, 401K plan with matching, and a referral bonus program. SPECTRAFORCE provides unpaid leave as well as paid sick leave when required by law.

Equal Opportunity Employer: SPECTRAFORCE is an equal opportunity employer and does not discriminate against any employee or applicant for employment because of race, religion, color, sex, national origin, age, sexual orientation, gender identity, genetic information, disability or veteran status, or any other category protected by applicable federal, state, or local laws. Please contact Human Resources at if you require reasonable accommodation.

At SPECTRAFORCE, we are committed to maintaining a workplace that ensures fair compensation and wage transparency in adherence with all applicable state and local laws. This position's starting pay is: $20.00/hr.