Help Desk Analyst

Location: Los Angeles, CA
Date Posted: 08-01-2018
Help Desk Analyst - Los Angeles 

 
Seeking a highly customer service oriented help desk analyst to provide remote and onsite end user technical support, as well ticket management and workflow delegation to other technicians. This position will be the first point of contact for IT issues and will solve basic to moderately complex technical problems. 

The Help Desk Analyst will:
Support the diverse technology needs of users with the utmost customer service, reliability, follow up and follow through. 

Provide first level contact and convey resolutions to user issues, properly escalate unresolved inquiries to the next level of support and track, route and redirect problems to correct resources. 

Update customer data and produce IT activity reports, ensuring proper recording, documentation and closure for all requests (incidents). 

Maintain and update the customer-facing IT knowledge base. 

Ensure compliance with all software licensing agreements. Manage and safeguard software media and associated licenses and prevents fraudulent use of improperly licensed software.
 
The successful candidate will be self-motivated, focused, collaborative, organized and flexible.
 
Minimum of 3 years of experience providing desktop and/or IT help desk support in a corporate environment.
 
Bachelor’s degree required and professional IT certifications desired.
 
Must have demonstrated working knowledge of computers and software including proficiency with Windows OS 7 and 10; Microsoft software suites and basic Office365 administration tasks, and a working knowledge of ServiceNow, Bomgar and basic Microsoft Active Directory administration.
 
Familiarity with ShoreTel phone systems, applications and basic administration is helpful, and ITIL V3
 
Foundations certification is a big plus, as well as a good knowledge of basic networking principles. 
 
Please email resume to eric.derise@jba.com
 
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