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    Senior Help Desk Analyst - Atlanta, United States - Cynet Systems

    Cynet Systems
    Cynet Systems Atlanta, United States

    3 weeks ago

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    Description
    Job Description:

    Responsibilities:
    • Demonstrated experience with Service Desk application for managing IT requests.
    • Demonstrated ability to support and troubleshoot laptops, desktops, IP Phones, cell phones, and various applications.
    • Serve as the first point of contact for end-users seeking technical support via phone, email, and chat channels.
    • Ticket concerns will be IT in nature and related to systems, software, or hardware.
    • Monitor and respond quickly and effectively to requests received through the Helpdesk ticket board and escalate unresolved issues to the next level of support.
    • Perform basic remote or in-person troubleshooting by walking customers through problem-solving processes and probing questions.
    • Utilize excellent customer service skills to build rapport with end-users and maintain positive client communication.
    • bility to correctly assess a situation, come up with a logical resolution and seek assistance if required.
    • Must be able to multitask in a Microsoft Windows environment and utilize multiple programs for troubleshooting.
    • Must be a flexible, independent, self-motivated problem solver who enjoys working in a fast-paced environment.
    • MS Office and Microsoft 365 troubleshooting experience.
    • VPN remote access configuration & troubleshooting experience.
    • Demonstrated experience troubleshooting infrastructure and network-related issues.
    • Coordinate directly with business owners, development teams, 3rd party vendors, and supporting organizations to best understand and analyze business specifications.
    • Responsible for maintaining Active Directory accounts (activating, de-activating, creating, and managing AD user groups and security levels.
    • Familiar with SharePoint, Teams, and OneDrive.
    • Have a basic knowledge of Azure.
    • Excellent customer service skills and the ability to communicate effectively in oral and written form with technical and non-technical clients.
    • bility to work independently with staff on processes and simple software solutions.
    Qualifications:
    • ssociate's degree in a related field from an accredited college or university.
    • Two years of experience at the lower-level Help Desk Analyst 1 or position equivalent.
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