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Tier I/II Help Desk Analyst in Colorado Springs, CO at SNI Technology

Date Posted: 3/27/2019

Job Snapshot

Job Description


Our client is seeking a Tier II Help Desk Analyst for a long-term contract opportunity. The Tier II Help Desk Analyst will need excellent problem-solving, communication and interpersonal skills, along with patience, a positive, customer-friendly attitude and the ability to work in a team environment. In addition, they should have a strong technical understanding of the various hardware, software and networking systems being supported.
Typical duties include:

  • Taking initial telephone or e-mail inquiries and troubleshooting and managing relatively simple hardware, software or network problems that can be resolved in five minutes or less
  • Recognizing and escalating more difficult problems to Tier 2 support
  • Perform Tier II duties
  • Logging call activity
  • Using judgment and making the decision to generate a trouble or work order ticket for issues that cannot be resolved via telephone or email and will require an on-site visit to the user's PC or workstation


REQUIREMENTS:

  • 5+ years of overall Help Desk/Desktop Support experience
  • Associate's degree or completion of coursework at a technical school.
  • Superior Customer Service skills
  • Professional certifications a plus