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    Help Desk Analyst - Orlando, United States - Kaseya

    Kaseya
    Kaseya Orlando, United States

    3 weeks ago

    Default job background
    Accounting / Finance
    Description

    Job title: Help Desk Engineer – Level 1

    Location: Orlando, FL

    Shift time- (Mon,Thurs, Friday, Sat, Sun : 2:30PM - 11PM EST)

    WHAT WE ARE LOOKING FOR:

    A passionate team player who loves challenges and is technically minded.

    Required Skills: Excellent knowledge of Windows Operating Systems, Apple operating systems, proficiency in Active Directory, Working knowledge of general IT infrastructure, Networking, Patch Management, Virtualization, and VPN basics. Internal process and procedure workflows.

    This position is 100% in-office at our brand-new location in Orlando.

    WHAT YOU'LL DO:

    A Kaseya Help Desk Analyst should have strong and proven customer service experience. They will build and expand upon our professional and quality technical support service direct to end customers of varying technical backgrounds and ensure clients' satisfaction by meeting or exceeding customer Service Level Agreement targets and expectations. A successful candidate is expected to maintain a professional, courteous, and customer-focused attitude always.

    You will be handling technical support requests from end users and IT professionals alike, adapting your responses to the technical ability of your audience. You will rely on your skills and professional knowledge to provide world-class support.

    ESSENTIAL DUTIES AND RESPONSIBILITIES:

    • Perform incident triage and escalate or resolve based upon incident scope.
    • Build ongoing relationships with customers.
    • Answer incoming support inquiries via various channels (Chat, phone, email, etc.)
    • Continuously maintain ticket backlog, recording support activities in our Help Desk ticketing system and follow up within customer Service Level Agreement targets.
    • Assist in interdepartmental projects to ensure target deliverables are met.
    • Develop a strong understanding of Internal and customer requirements and processes.
    • Improve, Evolve, Maintain and Follow documented run books.
    • Work with leadership to improve skill sets and career development opportunities.
    • Keep up to date with knowledge base articles and other technical-related documentation.
    • Manage multiple tasks in a fast-paced environment with competing priorities.
    • Perform all other duties as assigned.

    WHAT YOU'LL BRING:

    • Associates or Bachelor's degree in Information Technology, Business Administration preferred or equivalent experience. May be substituted by 2 or more years of experience in a Help Desk/Call Center environment.
    • 2+ years of experience in a Service/Help Desk or Support Center environment preferred
    • Driven by learning new things and the ability to thrive in an environment filled with technology opportunity.
    • IT Certifications (CompTIA, Microsoft, HDI, Apple, ITIL) preferred
    • Excellent written and spoken communication, motivated, and organized.
    • You have a great customer-oriented attitude and are motivated, coach able and competitive, and want a successful career in the IT space.
    • Must be able to work in a fast-paced environment.
    • Must pay attention to detail.
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