Senior Help Desk Analyst Consona
Department: IT Operations/Facilities
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APTEAN: YOUR SUCCESS. OUR PASSION.
More than 9,000 customers around the world rely on Aptean to give them a competitive edge. By providing innovative, industry-driven enterprise application software, Aptean helps businesses to satisfy their customers, operate most efficiently, and stay at the forefront of their industry. With extensive knowledge and clear technology leadership in focused industries, Aptean's software enables its customers to transition from being merely competitive, to becoming market leaders. This competitive edge?The Aptean Edge?is born from solutions reflecting industry best practices, and services that are specifically focused on helping customers meet their individual business goals, profitably. To deliver on our customers? goals, our whole operating ethos is underpinned by:
INTELLIGENCE: We work in partnership with our customers to support the realization of their business ambitions. Our solutions and services are high-quality, practical and meet/lead to specific outcomes.
INTENSITY: We work with vigor and enthusiasm. We are energetic, dynamic and responsive to customer needs and our approach to work.
INTEGRITY: We are honest, forthright and operate with integrity. We deliver results.
Basic Purpose: The Senior Help Desk Analyst will provide high levels of customer service resolving technical support issues over the phone and within a corporate computing environment.
Duties and Responsibilities:
Troubleshoot issues as 1st level support for desktop and enterprise applications, local/networking printing, e-mail, connectivity, remote access, and hardware issues
Review and triage all service tickets and confirm they are assigned accordingly.
Monitor the help desk email account and create tickets for all problems that are reported in a timely manner.
Forward email correspondence that are sent to the help desk email account to the correct specialist and update the associated tickets work history as required.
Handle problem recognition, research, isolation, resolution and follow-up for routine user problems, referring more complex problems to next level of technical staff.
Participate in IT Helpdesk call queue.
Log, prioritize, and assign all calls, voicemail, email, web tickets and walk-up requests reporting technical problems in IT Helpdesk tool.
Interview user to collect information about problem and lead user through diagnostic procedure to determine source of problems.
Follow IT process?s accordingly and provide the Service Level Agreements posted to our internal customers.
Build/utilize a shared knowledge base for problem resolution.
Proactively follow up with reported issues to ensure that clients receive the highest level of service possible.
Must be prepared to work evenings and weekends as required to complete key IT projects that can only be done outside of normal business hours.
Will be scheduled to be an IT Operations resource on projects as required.
Meets physical demands of the position including the ability to lift and handle up to 45 pounds of materials, bend, stoop and stretch as required for placement and retrieval of materials or equipment on shelving.
Requires candidate to participate in a 7x24 rotational coverage.
Associates degree or equivalent experience of 3 or more years
Completion or working towards a Technical School diploma or degree in Information Technology.
Microsoft Certified Professional and CompTia A+ certifications desired
||Atlanta, GA |