Help Desk Analyst

<strong>Grow Your Career at Connection&nbsp;</strong><br /><br /><strong>Join a team where you make the difference. Enjoy a culture grounded by working together. Join a team whose future is bright. Your career opportunities are limitless.</strong>

Jacksonville, FL


<strong>Founded in 1982, Connection delivers valuable IT services and advanced technology solutions to business, government, education, and healthcare markets. Today, we serve our customers through our staff of highly trained Account Managers, our team of on-staff experts, and our efficient procurement websites. We are also proud to offer custom-configured computer systems from a ISO 9001:2015 certified technical configuration lab at our distribution center in Wilmington, OH.</strong><br /><br /><strong>Our company has over&nbsp;<a href="">2,500 technical certifications</a>&nbsp;that ensure our experts can solve any customer need, no matter how complex. Additionally, our GlobalServe offering delivers global procurement solutions through our network of 500 suppliers in 174 countries.</strong>

keywords: position summary,duties,support,review,performance,technology,business knowledge


Overview: <br /> <p>Working under general supervision of the Service Desk Manager, the Service Desk/Desktop Support I will provide IT assistance to troubleshoot/handle support calls regarding Desktops, Laptops, Printers, Phones, Mobile Devices, E-Mail, Password Resets, Supplier Connect, etc. leveraging defined knowledge articles.</p> <p>Candidate will demonstrate the ability to empathize, problem-solve, communicate effectively, and provide exemplary customer experience to the end-user. The desktop support side of the Help Desk will be held to relevant KPIs and will be expected to abide by the process/policy requirements Grainger has defined, under the direction of our LCS Desktop Services team. The Service Desk/Desktop Support I is a service-oriented self-starter that is responsible for technical support, procedural advice, and request fulfillment via the telephone or work submitted via the web. The Service Desk/Desktop Support I handles a notable volume of inbound phone calls that span a wide variety of systems and generalizes in the support they provide to one or multiple business segments and requires demonstrated customer service and advocacy.</p>
Responsibilities: <br /><strong><strong>End-User Support:<br /><br /></strong></strong> <ul> <li>Responds to a variety of reported inputs including, phone, web, email, system-generated messages, monitoring tools.</li> <li>Provides technical and procedural advice, assistance, support, and incident/request resolution to the full compliment of Grainger systems, hardware, and software.&nbsp;Resolution is delivered via phone, email, or remote assistance.</li> <li>Applies troubleshooting techniques and technical knowledge to identify the incident severity and the required resolution process.</li> <li>Documents customer interactions into ServiceNow and/or the Knowledge Base System.</li> <li>Researches problems that do not have a documented solution and formulates a resolution.</li> <li>Reviews daily ticket flow to make sure all issues are properly researched, updated, resolved, or escalated.</li> <li>Reviews and updates knowledge articles to assist with the troubleshooting and resolution of technical problems.</li> <li>Applies diagnostic techniques to identify problems; investigate causes and recommend solutions.</li> <li>Provides end-user software troubleshooting and support.</li> <li>Installs; configures and upgrades computer hardware/software.</li> <li>Maintains current knowledge of relevant technologies, processes, and procedures as assigned.</li> <li>Reviews training material and self-study tools to stay informed of current technologies.</li> <li>Demonstrates a commitment to Grainger core values.</li> <li>Participates in special projects as assigned.</li> </ul> <strong><br /><br /><br /><br /></strong>
Requirements: <br /> <p><strong>Technology Skills:<br /><br /></strong></p> <ul> <li>Knowledge of MS Windows XP/7, MS Office, MS Exchange, PC Hardware/Software.</li> <li>Solid technical aptitude.</li> <li>ServiceNow experience preferred; not required.</li> <li>Previous experience supporting help desk operations.</li> <li>Comprehensive knowledge of desktop operating systems and applications.</li> <li>Comprehensive knowledge of the principles; methods and techniques used in computer troubleshooting and support.</li> </ul> <p>&nbsp;</p> <p><strong>Business Knowledge:<br /><br /></strong></p> <ul> <li>Customer service experience.</li> <li>Ability to explain/relay IT issues to various levels of end-users.</li> <li>Ability to prioritize activities and multi-task in a high-stress environment.</li> <li>Solid analytic and organizational skills.</li> <li>Self-assurance and comfort working in a change-dominated environment.</li> </ul>