The Network Support Analyst will provide HELP DESK SUPPORT SERVICES supporting the Information & Technology Services (ITS) department. Overall responsibilities include providing first level customer services for trouble issues and ITS department information; and processing new service and equipment requests for computers, peripherals, software, network access, telephones, and wireless communication devices.
Job Duties
Basic Functions· Proven experience providing customer assistance via telephone, email, and in person on network resources including MS Office, Outlook, Internet/Intranet and other Metro-standard software.
· Experience logging and assigning trouble tickets and work orders to corresponding work groups. Experience using HEAT system (a help desk call tracking system) is preferred.
· Reset network and application passwords and printer queues.
· Coordinate the resolution of computer processing problems between users, systems programming, applications programming, computer operations, and telecommunications staff.
· Respond to customer service surveys.
· Prepare reports and correspondence, generate monthly graphs and statistics, and generate monthly Status Report.
· Distribute pagers and cellular phones.
· Participate in the department’s information security, disaster recovery, and safety programs.
Personal Attributes
· Strong customer orientation.
· Ability to effectively prioritize and execute tasks in a high-pressure environment.
· Exceptional written, oral, and interpersonal communication skills.
· Ability to present ideas in business-friendly and user-friendly language.
· Highly self-motivated and directed.
· Keen attention to detail.
· Team-oriented and skilled in working within a collaborative environment.
Knowledge & Skills Qualifications
· 5+ years of Help Desk Call Center experience, preferably for large and complex organizations.
· 3 years’ experience working with Microsoft Windows network environment
· 3 years advance experience with MS Office programs
· Resources with specific skills and experience with MS Office (Word, Excel, Power Point, Exchange/Outlook) and Windows.
· Ability to provide training on software applications.
· Ability to analyze situations, identify problems, and recommend solutions
· Excellent oral and written communication skills
Job Types: Full-time, Contract
Pay: $60,000.00 – $90,000.00 per year
Benefits:
Schedule:
Ability to commute/relocate:
Education:
Experience:
Work Location: One location
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