JOB #054 - Help Desk Analyst

JOB SUMMARY

The Help Desk Analyst is responsible for answering calls within the defined SLAs for multiple clients, opening incidents, and resolving reported issues in a timely manner. The candidate will be serving as the first level for problem management and troubleshooting. The position will be providing 100% phone and email support as well as have a familiarity utilizing remote tools for PC troubleshooting.

JOB LOCATION

Plainview, New York

SHIFT / HOURS

Monday - Friday
Shift 1: 9:30am - 6:00pm
Shift 2: 8:30am - 5:00pm

SALARY RANGE

$35-45K with health benefits, paid time off, vacation, sick, holiday and 401K

PROFESSIONAL SKILLS

• Answer incoming ACD calls within defined SLAs

• Responsible for initial Incident Creation and gathering all relevant information on the first call

• Obtain detailed information regarding the reported problem

• Have a good understanding of Microsoft Office products and troubleshooting common issues

• Provide Incident Monitoring, updates, customer communication via voice, email

• Utilize GoToAssist to remotely troubleshoot malware problems, disk cleanup/optimization, and java jre based issues

• Familiar with unlocking passwords and mapping drives

• Escalates to Level 2, Engineer when necessary

• Understanding of installing an application as an administrator

Candidates must have the ability to troubleshoot and resolve incidents independently with excellent customer service, a sense of urgency in meeting Service Levels, and utilization of outstanding oral and written communication skills.

DESIRED CERTIFICATIONS

Network +, MCP, CNA.

SKILLS / EXPERIENCE

Help desk Level 1 or Level 2 (Phone and/or site support), Network Administrator, CISCO, Customer Service, Call Center, College Graduate, Returning to Workforce, Excellent communication and writing skills, ability to think, write, act in sequential/logical manner.

ABOUT THE COMPANY

Computer Network Solutions, Inc. (CNS), a Managed Service Provider, is an independent systems integration and service company.  We build, maintain, and monitor multi-location systems and networks, to serve the remote managed service needs of the small-to-medium business (SMB) marketplace.  We specialize in providing 24x7 /365 performance and security monitoring, providing real time event correlation, alerts, on site, remote and forensic remediation, escalation and reporting.

Computer Network Solutions, LLC.
11 Commercial Street, Plainview, NY  11803

To apply, send resume and cover letter to: mkoprowski@computerns.com
Include JOB #054 in the subject field to be considered