Help Desk Analyst

Overview

Job title:

Help Desk Analyst

Job

Department:
Help Desk

Location:

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This position provides phone support for software and hardware related issues. Candidate will be required to determine the nature of the problem, analyze root causes and resolve or escalate the issues in a timely manner. This individual’s prime responsibility is to ensure that CED’s 500+ Profit Center locations receive a very high level of service in a timely and professional manner.

This individual must possess excellent communication and customer service skills in addition to being a good problem solver. They have the ability to make decisions quickly and independently in a fast-moving call center environment.

Reports to:

Manager of IT Service Ctr

• Experience supporting end users to set-up, operate and troubleshoot personal computers, printers, and external computer peripherals
• Demonstrable experience learning new software and hardware in an independent manner
• Experience using Microsoft Word, Excel, and Outlook
• High level of proficiency to read, write, and communicate orally in English, especially I.T. technical terms and concepts

• Experience with MS Access

This position operates in a professional office environment and is largely a sedentary role. It requires the ability to sit for extended periods of time.

No

• Provide phone support for software and hardware related issues while following company process and procedures
• Persuade users to follow company process and procedures and handle potentially inflammatory situations with composure
• Meet or exceed call-answering quantity and quality standards
• Work assigned shifts and meet or exceed attendance standards

CED is an Equal Opportunity Employer - Disability | Veteran

The following additional compensation may be applicable for this position:

• Profit Sharing

• Insurance - Medical, Dental, Vision Care for full-time positions
• Disability Insurance
• Life Insurance
• 401(k)
• Paid Sick Leave
• Paid Holidays
• Paid Vacation
• Health Savings Account (HSA) and matching
• Teledoc
• Paid Pregnancy & New Parent Leave