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Help Desk Support Analyst
This person will provide phone, email, training, and walk-in support for staff.
Overview
The Information Technology Help Desk Support Analyst has a focus on mobile devices, but should be adept with PC troubleshooting, as well as, providing some department administrative duties. This person will provide phone, email, training, and walk-in support for staff. In addition to problem resolution, this person will also assist in mobile device moves/adds/changes, and light administrative functions such as invoice processing.
Advocates promotes a healthy work-life balance and offers many generous perks of employment and room for advancement. We are a strong-knit community that values the ideas and contributions of our staff.
Are you ready to make a difference?
Responsibilities
- Serve as first point of contact in IT for all walk-ins. Provide first tier technical support for both walk-ins and phone calls.
- Ensure and provide high quality customer service at all times.
- Order, cancel, and troubleshoot all mobile devices, residential, and business phone lines. Provide one on one training to end users, as needed, on use of devices.
- Coordinate orders, disconnects and deployments of mobile devices
- Update end user information in telecom management systems
- Ensure Equipment Transfer forms are filled out and processed
- Track spares/broken devices to include wiping and recycling of devices
- Maintain IT department supplies. Place orders and research cost-effective options.
- Ensure that equipment is properly recorded in tracking system as it is deployed, or returned.
- Schedule and coordinate appointments for installations and repairs with external telecom vendors and internal help desk staff.
- Code department invoices and work with various financial departments to ensure invoices are processed accordingly.
Qualifications
- Must have a High School Diploma and 2-3 years of administrative and Information Technology experience.
- Experience with mobile devices: wireless cards, tablets, mifi’s and smart phones (iOS and Android).
- Experience with ITSM solutions for logging support tickets, BMC Track-IT a plus.
- Experience with hardware, software and networking. High proficiency with Microsoft operating systems and desktop applications. Familiarity with hardware repairs.
- Ability to maintain a professional level of customer service at all times.
- High proficiency with IT customer support issues, specifically with mobile devices.
- Must hold a valid driver's license and have access to an operational and insured vehicle.
- Strongly prefer a candidate that will have a demonstrated understanding of and competence in serving culturally diverse populations.
Advocates is an EOE/D/F/M/V.
For more information, and to apply please visit: https://careers-advocatesinc.i...
