Level II Helpdesk Analyst |
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| Product Group: Oldcastle Materials | Job ID: 10412 |
| Company: Corporate Office | Category: Information Technology |
| Location: Charlotte, NC | Duration: Full Time |
| Summary |
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| Provides support on a 24/7 Help Desk to customers end users for resolving problems with desktop hardware/software and office hardware/software. Makes problem assessments and either resolves on his/her own or receive assistance from other team members. Assists with the rollout of the implementation of new hardware/software as needed. The job requires above average people with excellent communication skills and a working knowledge of supported business systems. Provides support from start to completion for all desktop/server related issues including problem assessment/resolution. Performs software and hardware installation/configuration as directed by senior team members or as deemed necessary. Responsible for manually logging all phone calls made to the Help Desk and ensuring that all issues are captured in the software. Properly routes/escalates issues to the proper parties using the Help Desk software. Interface with 3rd party vendors when necessary. Performs some analytical, technical and administrative work in the planning, design, and installation of new or existing processor based computer systems in a complex technical environment involving multiple computing platforms/technologies. Follows documented procedures and utilizes the centralized tools to load images to computers. Is expected to document specialty installations for the team when encountered and may propose new procedures for improving work flow. Keeps senior team members informed of unresolved issues or problems that may need special handling. Assists in maintaining hardware and software asset inventory records with associated adds, moves, and changes, including procurement of associated hardware, software and software product registration. Develops effective technical use documentation for end users as well as for technical installation documentation for team members. Works closely with the Help Desk Manager in identifying and resolving problems in response time associated with the problem severity level. |
| Requirements |
| CompTIA A+ or equivalent certification. 1 to 3 years professional help desk experience preferred. Outstanding problem solving skills and ability to deal with multiple problems simultaneously. Strong communication and inter-personal skills Excellent time-management skills is a must |
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