Fire Fighter Sales & Service Company · 5 hours ago
Help Desk Analyst 1.1
Vast Enterprises Inc - Cranberry Township, PA 16066
Full-time
Onsite
New Grad, Entry LevelFire Fighter Sales & Service Company is seeking a Help Desk Analyst to provide efficient technical support and ensure users can quickly return to work. The analyst will handle incidents through a ticketing system, perform remote connectivity, and contribute to service improvement and customer satisfaction.
Professional ServicesPublic SafetyService Industry
Responsibilities
Follow prescribed procedures to quickly return users to work
Establishing remote connectivity to end user machines and performing remediation for end users
Working to maintain individual and team goals for speed of answer, response to alerts and emails
Working within many different industries and software to resolve technical issues for end users
Performing technical support for devices, PCs and Macs
Quickly and appropriately diagnose when an incident should be escalated to a higher tier of support
Logging tickets in our ticketing system
Communicate with end users via telephone and email
Monitor and respond appropriately to alerts
Communicate effectively via oral and written capability
Excellent customer relations and interpersonal skills
Use of a knowledgebase to perform consistent fixes as per designated procedure and to capture new knowledge
Maintaining a positive, service-oriented attitude
Ongoing learning and training
Qualification
Required
Ability to troubleshoot and diagnose PC Hardware/Software problems and problems with equipment (e.g., cables, terminals, keyboards, etc.) and possess good mechanical/electrical ability. Able to identify source of equipment malfunctions
Ability to communicate orally with technical and non-technical personnel; able to follow oral and written instructions; and possess the ability to read and interpret documents such as operating, maintenance instructions, and procedure manuals. Ability to correspond professionally with users via phone and email
Must be able to think logically and analytically and make decisions based on good judgment
Must be able to consistently follow documented procedures for incident resolution
High School or GED diploma
Flexibility to work a rotating shift schedule based on business need across our 24x7x365 operation
A+ and Network+, or the ability to acquire both within 1 year of employment
Preferred
CompTIA, Microsoft certifications, previous experience in the industry, or college degree in IT preferred
Experience working as a customer service representative or help desk analyst is a plus
Experience working for a Managed Service Provider (MSP) is a plus
Previous experience with N-Able, PRTG and/or other RMM solutions is a plus
Company
Fire Fighter Sales & Service Company
Fire Fighter Sales & Service Company fire provides protection equipment, installation and fire prevention services to various industries.
Founded in 1946
51-200 employees
Funding
Current Stage
Growth StageCompany data provided by crunchbase