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(614) US-OH-Columbus: Help Desk Analyst (43525)

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ISHunter.com

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Apr 13, 2005, 1:44:33 PM4/13/05
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Title ...... Help Desk Analyst
Skills ..... Phone Support Experience, Lotus Notes, VPN, Windows 2000, Remote Control Skills
Location ... Columbus, OH
Area Code .. 614
Term ....... Contract
Length ..... 9 Months
Pay ........ Negotiable

Description
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There are two shifts available. 7AM-4PM and 12noon-9PM.

Primary function is to answer calls arriving at the Support Center and to accurately identify, prioritize and log the service requests within the established standards. Diagnose problems by asking accurate, concise questions in a professional and timely manner. Accurately prioritize, categorize and log calls, reset network passwords, resolve print queue problems, manage crisis escalation and transfer calls to other support group as appropriate, assist in projects as needed. COMPETENCIES: Excellent customer service, interpersonal, organizational and communication skills; Ability to work in a fast paced changing environment; Understanding of Windows based applications; familiarity with relevant operating systems, the Lotus and Microsoft Suite of products, the Internet and networking; ability to recognize priority issues and escalate accordingly; ability to translate technical terms into non-technical language; understanding of computer terms and acronyms; ability to learn new processes and procedures. QUALIFICATIONS: Associate degree in Computer Science or a related discipline, and at least one, typically three years experience in IT or an equivalent combination of education and work experience. Requires sufficient knowledge of IT operations, responsibilities, workflow processes, and procedures to resolve most inquires independently. Good analytical and communication skills, sound judgment, and the ability to work effectively with client and other Systems Division staffs.

Help desk analysts needs to have experience in Lotus Notes, VPN, Windows 2000, PPC and remote control skills and phone support is a must.


For consideration, please include the#7042.

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