A Help Desk Support Analyst is needed for a global engineering, construction and project management company in the Knoxville, TN area. The role involves providing first-level technical support by troubleshooting hardware, software, and operating system issues, documenting and tracking problems, coordinating repairs, and ensuring timely resolution while maintaining excellent customer service and communication.
location: Knoxville, Tennessee
job type: Contract
salary: $37.68 - 52.75 per hour
work hours: 8am to 4pm
education: Bachelors
responsibilities:
- Provides first-level troubleshooting of hardware, software, and operating system problems.
- Documents user problems using an online problem management system, including opening, updating status, and closing problem tickets.
- Responds to telephone calls, emails, and problem tickets for technical support requests.
- Tracks and monitors problems to ensure timely resolution where required.
- Resolves PC software configuration problems and remotely installs software products and/or approved patches.
- Troubleshoots computer problems, performs hardware and software diagnostics, and coordinates needed repairs.
- Resolves computer system problems, including coordination between users, product line specialists, and/or enterprise infrastructure support staff.
- Diagnoses, isolates, and analyzes problems utilizing historical database records.
- Monitors problem ticket queue to ensure all assigned tasks are completed within specified metric requirements.
- Escalates unresolved issues to the successive level of support.
- Bachelor's Degree in Computer Information Systems, Management Information Systems, or another Information Technology discipline, or six years of relevant experience in lieu of a degree.
- 1 or more years of experience in troubleshooting applications or network-related issues.
- 1 or more years of experience with ticket tracking tools such as Heat, Remedy, and Service Now.
- 1 or more years of experience providing customer service.
qualifications:
- Experience level: Experienced
- Education: Bachelors
skills:
Equal Opportunity Employer: Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status.
At Randstad, we welcome people of all abilities and want to ensure that our hiring and interview process meets the needs of all applicants. If you require a reasonable accommodation to make your application or interview experience a great one, please contact HRsupport@randstadusa.com.
Pay offered to a successful candidate will be based on several factors including the candidate's education, work experience, work location, specific job duties, certifications, etc. In addition, Randstad offers a comprehensive benefits package, including health, an incentive and recognition program, and 401K contribution (all benefits are based on eligibility).
This posting is open for thirty (30) days.
