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| Job Requirements |
| Title |
3718* Help Desk Analyst – Broomfield, CO |
| Role |
Help Desk Analyst |
| Category |
Defense Contracting
|
| Location |
North America - USA - Colorado
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| Company |
ISYS Technologies , Vacancies
[
- - ] (Posted on Thursday February 25th,2010 03:04 PM) |
| Experience |
2 to 5 Years |
| Educational Qualification |
Bachelor's Degree-Graduate Degree (BA, BSc, BCom) |
| Skills |
Inter Personnel
|
| Salary |
- - |
| Career Level |
Mid Career (2+ years of experience) |
| Job Type |
Permanent
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| Job Status |
Full Time
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| Description |
ISYS Technologies is currently hiring a Help Desk Analyst to receive incoming calls, emails, web cases, or faxes from customers and reset passwords and work with Active Director and create an incident record or update an existing record. The agent will be the initial call handling person and needs to validate customer information, name, phone, room, id number, etc, as defined by the account requirements. They are required to attempt to solve the problem or escalate to the next level. Agent must also have good customer service skills, including sufficient oral and written communication skills and be able to diffuse callers as needed and report escalations appropriately. Adequate agents will have technical experience and skills in the areas of problem determination and problem resolution. They must be able to follow and make use of standard procedure documentation. Advanced agents in this role will be able to identify and recommend opportunities for process improvement. They will display knowledge of and the ability to understand the internal and customer environment and the relationships involved. Using their expertise and analysis, advanced agents will generally have a greater ability to resolve the customer problem at first contact within set criteria. All agents in this role must meet account requirements for referring incidents to the proper queue, first call resolution rate, quality call and ticket evaluation targets, and FCR requirements.
Required Technical Skills:
• Basic PC troubleshooting and problem diagnosis techniques.
• Knowledge of Microsoft systems including Active Directory
• Ability to learn numerous customer proprietary applications.
• Knowledge and experience in network troubleshooting
• VPN and wireless is a plus.
Non-Technical Skills: Excellent customer service skills and the ability to handle high call volumes and multiple incidents daily.
Position requires a BS/BA degree, 2 Year Degree, or 2 years equivalent experience in a technical discipline relating to IT support.
All candidates must be ITIL Foundations V3 certified at time of hire or within 60 days after hire.
SECRET CLEARANCE IS REQUIRED TO APPLY FOR THIS POSITION
ISYS Technologies has been in business since 1989. We are a Services and Solutions Company focused on providing IT and Engineering Services to Fortune 1000 companies and government agencies. We are currently looking to expand our technology team. Additional benefits that you will find at ISYS Technologies are that we offer a competitive compensation program and benefits to our employees including Health/Dental/PTO/OT Bonus and more. Additionally, we offer an opportunity to work in an organization where you are challenged to make a difference. We are not an organization of management layers, but rather a flat organization that encourages your interaction and opinions.
For immediate consideration for the above job, and quite possibly others:
Please send your resume to careers@isystechnologies.com
Reference job title (at top posting) in subject of email
Only those candidates qualified will be contacted.
Visit us at www.isystechnologies.com
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