Help Desk Analyst

Help Desk Analyst

15 Jun 2024
Nebraska, Omaha / council bluffs, 68101 Omaha / council bluffs USA

Help Desk Analyst

Vacancy expired!

Large, Fortune 500 financial services client
Long term, multiyear contract with opportunity to convert to full time/permanent
Great opportunity for entry level candidates with 0-2 years' experience
Remote work available, with eventual onsite work. Based in Omaha, NE (may also consider candidates based in ColumbDublin, OH area)
Technology Help Desk Analyst is responsible for providing 1st Tier Support for Fiserv's internal systems and business processes. The analyst will capture and document the details of issues reported and the troubleshooting steps taken to resolve problems, or escalate to an appropriate team if unresolvable, by using the ticketing system which manages and tracks requests and incidents. The Help Desk Analyst must be able to adjust to a rapidly changing environment and have excellent interpersonal, communication (both verbal and written) and problem-solving skills. The ideal candidate will have a balance of customer service skills as well as an aptitude for the technical nature of the position.
Responsibilities
· Provide Tier 1 technical support for computer hardware and software issues, including direct and remote network connectivity, reported via phone, email and chat
· Provide Tier 1 technical support for mobile devices, including iPhone, and tablets, requested via phone, email and chat
· Administer active directory, mainframe, and other user accounts as applicable
· Capture and document the details of an issue and troubleshooting steps taken in order to escalate the issue or document the resolution; use a ticketing system to track and manage requests
· Interact with peers and Tier 2 teams for knowledge sharing, research, and updates
· Proactively identify potential issues in the enterprise environment; alert incident management and peers as appropriate
· Process service requests, including remote software installations, access requests, and RSA token distribution
Job Related Experience
· Two years technical customer support preferred
· Information Technology customer service experience
· Experience in supporting Microsoft Windows (Server/Workstation) and mainframe environments
· Experience with wired and wireless networking, including Virtual Private Network (VPN) remote connectivity
· Experience with MS O365 and Outlook
· Knowledge of Microsoft Active Directory administration
· Knowledge of incident management and service request fulfillment processes
Additional Skills/Knowledge
· Proficient verbal and written communication skills
· Ability to multi-task and adapt to a rapidly changing environment
· Possess a sense of urgency, can prioritize work, and manage deadlines
· Aptitude in understanding technical concepts and learning new technologies
· Flexibility and reliability relative to work schedules
Working Conditions
· General office environment
· Stressful situations may occur occasionally

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, citizenship status, disability status, marital status, genetic information, protected veteran status, or any other characteristic protected by law.

Related jobs

Job Details

Jocancy Online Job Portal by jobSearchi.