- Respond to end-user phone, email, or chat requests for support, resolving basic computer, application, system, device, access, or performance issues.
- Utilize product information or solution databases to research, troubleshoot, and deliver solutions.
- Advise users on methods, steps, and actions to resolve and avoid future issues, providing documentation as needed.
- Document incidents using help desk systems or tools.
- Escalate problems to appropriate levels or teams to achieve issue resolution.
- Support installs or upgrades of software and devices (Laptops, Thin Clients, Cell Phones, Tablets, Telephones), set up user profiles, or reset passwords.
- Fulfill all service level standards for response time and quality.
- Work under the close direction of senior personnel in the functional area.
- Manage Help Desk tickets in a timely manner, meeting or exceeding SLA's.
- Document customer interactions and run diagnostics to resolve customer-reported issues.
- Escalate issues to Network/Systems Administrators as needed.
- Install, make changes, and repair computer hardware and software.
- Follow up with customers to ensure issues are resolved.
- Certifications required: CompTIA A+ / Net+- if not equivalent experience.
- 3-5 years of experience working as a Help Desk in a Microsoft Environment environment.
- 3+ years of experience with Microsoft Office 365
- 3+ years of experience with Spam Filters and Anti Virus tools
- Basic fundamental knowledge of networking and systems functions.
- Availability for regular hours and overtime as needed.
- Excellent oral communication skills, ability to work exclusively with Senior Leadership.
- Detail-oriented with the ability to keep detailed notes on tickets.
- Highly organized to keep Help desk tickets in order.
- Ability to diagnose and resolve basic computer technical issues.
- $80,000-$100,000
- Health Insurance Fully Paid
- Discretionary Bonus
- 401k up to 4% match
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Help Desk Analyst - California, United States - LHH
Description
Help Desk Analyst II - San Francisco, CA Area
LHH Recruitment Solutions is looking for a Help Desk Analyst to join a dynamic team at a prominent private credit investment manager managing approximately $7.2 billion in assets under management. As a Help Desk Analyst II, you will play a crucial role in providing end-user support across all affiliates in the San Francisco, CA area. The firm specializes in direct lending to both non-sponsored and sponsored middle market companies, boasting a diverse portfolio.
Position is on-site 5 days a week in SF, Direct Hire, Full-Time/W2 role. I deal candidate would be less than 30 min away from SF area.
About the Opportunity:
Additional Responsibilities:
Qualifications:
Expected Salary Range:
