Help Desk Analyst


Job Description


Job Summary:
Support all users with IT related problems by handling incoming calls and ticket queues, determining appropriate action and communicating with internal IT, external IT and customers.

Key Responsibilities:
• Answer incoming technical support calls from Agents, Corporate and Metro staff, Customers, troubleshoot the issue to determine appropriate course of action, escalate issue to second and third level support if warranted
• Handle tickets queues by following up, perform further troubleshooting, diagnosing problems, escalating to internal and external development teams when warranted
• Support applications including Microsoft’s Suite, Email Support both Web and Client based, NRT proprietary applications, RFG proprietary applications, feeds, Corporate Web sites and Franchise Web Sites. Operating systems supported include Windows 7/XP/Vista and MAC. Provide first level support on Local Area Network and Wide Area Network connectivity issues. Also support Mobile devices including Iphone, Ipad, Driod, and Blackberry with email setup, and proprietary applications.
• Submit change requests; escalate issues to Metro IT Directors when circuits or routers go down.
• Additional responsibilities as assigned.

Minimum Qualifications:
• Must have minimum 2 years experience in the Help Desk environment or other related job
• Strong written and verbal communication skills
• A strong knowledge in the following:
 Windows 2000,XP, Vista, 7 and MAC
 Outlook 2003, 2007
 Microsoft Office 2003, 2007, 2010
 Mobile Handheld devices
 Help Desk problem ticket tracking software
 Exchange client configuration issues
 Internet Explorer, HTML, internet/intranet support issues
 Remote Access software (LANDESK, PCANYWHERE, NETMEETING)
 OS and network trouble shooting

Skills: troubleshooting, vista, ipad, blackberry, routers, intranet