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Help Desk Analyst

Company: IEM
Location: Tallahassee
Posted on: February 24, 2021

Job Description:

Why Join IEM?We are a woman owned company in Emergency Management that embraces teamwork, collaboration, flexible performance, actionable solutions and integrity/ethics. Our work touches everyone. We produce results that matter. Results that save lives - join us while we build a safe, secure and resilient world. Our culture:IEMers believe in the greater good and it is our commitment to attract those who have excellent technical skills, creative minds and innovative ideas to keep propelling us forward.Location:Tallahassee, FLJob Summary:Ideal candidate will be a solution oriented, customer service driven individual that can excel in a fast-paced environment. This individual will utilize their exceptional listening, critical thinking, and communication skills to resolve internal client issues.Responsibilities:

  • Provide a single point of contact to the organization for information technology related issues.
  • Identify, research, and resolve software/technical issues.
  • Respond to telephone calls, email, and personnel requests for software technical support.
  • Analyze and resolve user problems with the aim of eliminating recurrences and reducing calls to the Help Desk.
  • Other duties as requested depending on call volume.
  • Participate in on-call rotation when circumstances require.
  • Be willing and able to respond to after hours and weekend calls.
  • Draft KBs for common help desk issues on supported software systems.
  • Establish, document, and enforce procedures for coordinating with other help desk resources to provide appropriate coverage.
  • Adhere to departmental procedures to ensure users are kept well informed of ticket status and product availability to manage user expectation and ensure overall user satisfaction.Required Skills:
    • Superior troubleshooting abilities enabling quick determination/ resolution of software and hardware issues
    • Ability to use logic/reason to identify alternative solutions and apply most effective resolution methodology
    • Excellent written and verbal communication skills
    • Must demonstrate a sense of urgency while acting in a professional manner
    • Ability to stay abreast of changes and updates in relevant technologies
    • Must be a self-starter and team player who also can work independently
    • Detail orientated and able to thoroughly document and communicate issues
    • Ability to handle multiple projects in an organized and timely manner
    • Ability to analyze and resolve problems according to established priorities
    • Ability to work in a fast paced, changing environment with individuals from diverse areas of specializationRequired Technical Experience: Minimum 4-5 years required-- Solid working knowledge and experience in Windows Server and Active Directory-- Microsoft 365 Exchange/SharePoint/Teams/Office Administration-- AWS, Microsoft Azure, Google Cloud
      • Windows 10 OS
      • 8x8 Administration specifically a call center environment
      • Asset Management
      • Desktop Imaging a mustEducational Qualification:
        • Bachelor's degree in computer science preferred; equivalent military/work experience considered
        • CompTIA A+ certification
        • Microsoft certifications
        • Ability to obtain security clearance - requiredBenefits and more:
          • 10 paid holidays
          • Vacation pay
          • Sick pay
          • 401 (K) plan with matching
          • Company paid STD and LTD

Keywords: IEM, Tallahassee , Help Desk Analyst, Professions , Tallahassee, Florida

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