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Support Desk Analyst
Ref No.: 18-13984
Location: Houston, Texas

Support Desk Analyst 1 will provide technical and network problem resolution to remote end-users by guiding users through step-by-step solutions. Solutions include, but are not limited to, resolving username and password problems, uninstalling/reinstalling basic software applications, verifying proper hardware and software set up, power cycling equipment, assisting with navigating around application menus and troubleshooting email issues. In addition, a high demand for installation of personal and company issued printers. We also provide support of company issued iPhones with Airwatch. Access to One Note Knowledgebase articles and working towards a First Call Resolution rate of 85%.

Skill and Knowledge Qualifications:
• Applicant must have a minimum of 3 years of First Level Technical Support experience
• Proper phone etiquette
• Demonstrate proficiency in typing and grammar
• Knowledge of relevant software computer applications and equipment
o Windows 10 and 8; MS Office 365; Active Directory, One Drive
o VPN Connectivity; Wireless Technology; Avaya
o DELL laptops an tablets; MS Surface; Apple Mobile Devices
o Printer installation
• Knowledge of customer service principles and practices
• Effective listening skills
• Multi-tasking capabilities
• Exemplary Attendance and Punctuality