Help Desk Analyst

We are looking for detailed, technically skilled and talented Help Desk veterans to join our team; if that’s you we want to talk to you. We have 6 positions open in our International Call Center and Help Desk; these positions will provide exclusive support for our customer (One of the 100 Fastest Growing Technology Companies in the United States). We are not a staffing company and the positions are not contracts, they are permanent positions with En Pointe Technologies.

 

En Pointe Technologies, Inc. (NASDAQ: ENPT) is a technology solutions provider that supplies products and services to medium and large enterprises, educational institutions government agencies and non-profits nationwide. Founded in 1993, En Pointe is headquartered in Los Angeles, minutes from the Los Angeles International Airport (LAX). With over 500 employees nationwide serving all major metros and over 3,000 End-users.

 

So if you are a seasoned help desk professional looking to work on a skilled help desk and in true team environement, please continue reading:

 

JOB TITLE:

 

Help Desk Analyst II

 POSITION SUMMARY:

 

Function as a single point of contact for the acceptance and ownership of all information technology problems, inquires and requests submitted by end-users community via the telephone, email, and web.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

 

The essential responsibilities and activities described below are typical for an incumbent in this job. This is not intended as an exhaustive list of tasks performed; depending on organizational requirements, other duties may be assigned:

 Assist end-users in identifying and solving problems related to computers, hardware, software, and other related items via the telephone and remote desktop support. Provide accurate and complete descriptions of problems, inquires and requests in a problem management ticket. Escalate problems and requests according to established procedures. Research end-user problems to determine root cause. Provide Junior Administrative tasks, such as password resets, permission management, account creations, remote software installations etc… Maintain accountability and ownership of issue/request tickets. Provide proactive end-user and management notification of problems. Provide closed looped contact with end-users to verify final solution and determine satisfaction level. Participate in training required to develop and maintain skills necessary to support end-users. Produce and review documentation to assist the help desk organization in resolving problems. Produce and review documentation used to instruct the end user in the appropriate use of company computers and related equipment. Maintain a high standard of business and ethical conduct with end-users, vendors and employees. Follow workplace operating and environmental, health and safety procedures and guidelines. Perform related duties as assigned by management

 QUALIFICATIONS:

 

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

 

GENERAL SKILLS

 Must be detailed oriented in regards to troubleshooting and documentation Must possess superior Microsoft Office skills (Word, PowerPoint, Excel, Outlook, Visio, Access and Project) SAP, NetMeeting and FrontPage experience is a plus but not required

 EDUCATION and/or EXPERIENCE

 High School Diploma or GED Two years of technical certification from a college or technical school; or three to five years related technical help desk experience and/or training; or an equivalent combination of education and experience.

 LANGUAGE SKILLS

 Has to be able to read, write, and speak in English. Although not required the following language skill sets would be a plus: Spanish, Japanese and Chinese

 REASONING ABILITY

 Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form. Ability to solve practical problems and deal with a variety of variables in situations where only limited standardization exists. Ability to read and understand technical documentation such as operating and maintenance instructions, and procedure manuals. Requires sufficient knowledge of IT operations, responsibilities, workflow processes, and procedures to resolve many inquires independently. Good analytical skill Ability to work effectively with end-users and internal staff Ability to effectively communicate with end-users through print and voice communication.

 CERTIFICATES, LICENSES, REGISTRATIONS

 Required Certifications include: CompTIA A+ (Hardware & Software), CompTIA N+, MCP Although not required for the position the following certifications are a plus: HDI, MOS, MCDT, MCSA or MSCE