Current Openings - Career Evolutions

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Helpdesk Support Analyst

Job Title
Helpdesk Support Analyst
Job ID
Scottsdale,  AZ
Other Location

Career Evolutions is looking for a Helpdesk Support Analyst for a fast-growing company headquartered in Scottsdale, AZ. Long term contract with pay up to $25/hr.

If you are looking for an environment full of opportunities to work on various technologies and potential for growth, this is the right opportunity for you.

Job Title: Helpdesk Support Analyst
Job Summary:
Provides support for basic incident resolution and requests reported to the Company’s Service Desk. Responsibilities include initial assessment, triage, research, and resolution of basic incidents and requests regarding the use of application software products and/or infrastructure components, collecting information through a customer conversation, accessing support tools, and additional support staff

  • Interacts with vendors’ and partners’ technical support teams
  • Deliver prompt & professional technical & application support to the franchise community
  • Addresses and resolves basic incidents and requests; logs all incidents and requests; engages other service desk resources or appropriate service resources to resolve incidents that are beyond the scope of their ability or responsibility
  • Uses the appropriate logging categories for incidents and requests.
  • Creates a positive customer support experience with a consummately professional attitude
  • Establish the end-to-end customer experience and provides a single point-of-contact for the customer
  • Evaluate and resolves incidents and requests regarding use of application software or hardware. Logs and tracks incidents and requests from identification through resolution.
  • Maintains and protects confidentiality with regard to all aspects of customer care and employee information
  • Works with other members of the IT department on projects and initiatives as needed
  • Researches and identify bugs within the software and report to the development teams
  • White glove support as requested by the CIO or Director of Infrastructure & Operations

Skills & Qualifications:

  • Bachelor's Degree in Information Technology or other equivalent education
  • At least 5 years of experience in a helpdesk/desktop support role
  • Experience working in a call center-type environment (supporting more than 1000 clients)
  • Current A+ certification required
  • Current Network+ certification is desired
  • Familiar with OSI concept and willingness to be involved hands on
  • Proficient in Microsoft Windows OS & Office
  • Determine excellent customer service through both written and verbal skills
  • Establish strong analytical and problem-solving skills
  • Capable to work a flexible shift and be available for weekends and overtime if needed
  • Demonstrates a positive, self-starter attitude

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