Job Title: Help Desk Analyst

Reports to: Help Desk Manager

Location: Remote

Days/Hours of Work: Tues -Sat 7-4pm PST, nights and weekends as needed.

JOB SUMMARY:

The Help Desk Analyst is responsible for providing technical support to end-users by troubleshooting and resolving technical issues. This individual serves as the first point of contact for end-users who have IT related problems for Quest and our customers, to deliver exceptional customer service while resolving technical issues in a timely and efficient manner. Strong soft skills and customer service abilities are essential to effectively communicate with end-users, through calls and other communication channels, and ensure a positive experience.

Essential RESPONSIBILITIES and ACCOUNTABILITIES:

• Responds to end-user inquiries via phone, email or chat and provides technical support for hardware, software, and network-related issues with a focus on strong soft skills and excellent customer service.
• Answers calls from call queue, ensuring prompt call answer times and first call resolution aligned with KPI standards.
• Diagnose and resolve technical problems, including desktop/laptop issues, software application errors, printer and network connectivity problems, or other IT related incidents, while maintaining a customer-oriented mindset.
• Document and track all support activities in a ticket system, including time recording, issue identification, resolution steps, and follow-up communication, with clear and concise communication with end users.
• Escalate issues to appropriate supervisor for ticket reassignments to appropriate technical teams or higher-level support in a timely manner.
• Install, configure, and maintain hardware, software, and peripherals, including desktops, laptops, printers, and other IT equipment.
• Supports user account administration, account resets, maintaining security groups, and adds/moves/changes.
• Collaborate with other IT team members and internal teams to identify and implement solutions to recurring technical problems to maintain positive relationships with end users.
• Provides end user training on various software applications, tools, and best practices.

JOB SPECIFICATIONS - Knowledge & Skills:

• 2 years of experience in a Help Desk position, with relevant certifications or technical training in IT.
• Proven experience in providing technical support to end-users, either in person or remotely, in a professional setting, with a strong emphasis on soft skills and customer service.
• Strong knowledge of Windows and/or Mac operating systems, Microsoft Office Suite, and common application software.
• Basic understanding of Microsoft domain concepts.
• Familiar with network concepts, hardware components, and troubleshooting techniques.
• Excellent communication skills, both written and verbal, with the ability to explain technical concepts to non-technical users in a clear and concise manner.
• Strong critical thinking skills and ability to work both independently and part of a team in a fast-paced environment.
• Ability to clearly document and articulate technical issues within the company ticketing systems.
• Must be dependable, self-motivated and demonstrate a willingness to learn.
• Ability to function in a 24/7 operation and work flexible schedule on weekdays and weekends as required.
• Travel may be required for this position.
• Enjoys a challenging yet rewarding environment.

Working Conditions / Environment & Physical Demands:

• Required to work in an office environment with moderate noise and moderate temperatures.
• May be required to work off hours, weekends, and holidays as scheduled.
• Incumbents may be asked to perform other duties as required.
• Sit for long periods of time.
• May lift/carry/push/pull up to 50 pounds.
• May require minimal walking, climbing, stooping, crouching, and/or bending.
• These positions may be expected to work varying shifts and hours to ensure successful operation of activities in the organization.
• Position may require Travel to customer and Quest locations.

The information above describes the general nature of the position and serves as a summary of the typical job functions. It is not a comprehensive list of all possible job responsibilities, tasks, or duties.

Wages and Benefits:

• Full time
• Hourly wage $25 - $35

DISCLAIMER:

Applicant must successfully complete company background check including DMV as well as pre-employment screening. Incumbent may be asked to perform other duties as required.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, or national origin.

Equal Opportunity Employer - Minorities, Women, Disabled and Veterans are encouraged to apply.

About Quest:

Quest is a worldwide leader in technology management offering a portfolio of professional, cloud, and managed services. Either on-site or from one of over two dozen secure global service delivery centers, Quest offers Cloud, Disaster Recovery, Security, Network, Server Management and IT Staffing Solutions. QuestFlex®, a unique and flexible service level agreement, provides Quest's customizable services and solutions based on clients' requirements. For more information, please visit our website at: http://www.questsys.com/.