NOVALINK SOLUTIONS LLC

Help Desk Analyst 1

NOVALINK SOLUTIONS LLC

full-time

Posted on:

Origin:  • 🇺🇸 United States

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Job Level

JuniorMid-Level

Tech Stack

iOSNode.js

About the role

  • Provide technical assistance to internal and external customers for tier one issues.
  • Handle a high volume of calls in a call center environment focused on customer service.
  • Troubleshoot hardware, software, and connectivity issues.
  • Escalate tickets to second-tier support, vendors, and Senior level management.
  • Open and monitor tickets with various vendors and manage ticket queues.
  • Provide external support including website support, password resets, online account management, and provisioning of mobile driver's licenses.
  • Oversee the daily performance of computer systems and applications.
  • Confer with users or conduct computer diagnostics to investigate and resolve problems or to provide technical assistance and support.

Requirements

  • 2+ years' experience handling customers, questions, complaints, and/or providing information in an IT call center environment.
  • 2+ years' experience performing as Helpdesk Technician with hands on knowledge in resolving issues with Outlook, MS Office, Win 7 and 10.
  • Experience with Active Directory.
  • Vocational/Technical degree in computer applications, computer technology or a closely related area from an accredited college.
  • Knowledge of Apple iOS.
  • Bilingual - Spanish highly desired.
  • IT Help Desk Call Center experience.
  • Monitor ticket queues, assign and escalate tickets until resolved.
  • Install and perform minor repairs to hardware, software, or peripheral equipment.
  • Answer user inquiries regarding computer software or hardware operation to resolve problems.