Help Desk Analyst

Job Title: Help Desk Analyst
Hours: M-F 7am - 4pm CST
Location: TX-Richardson-1680 N. Glenville D - Remote
Duration: 12 months - Goal is to convert as long as headcount gets approved

Why is this role open? (Coverage, looking for perm, etc.)
Backfilling an open role

Overview of Work Environment/Client Nuances:
Role is customer service based, but some IT experience is needed
Call center

Team Overview:
Mostly independent work, but will have other team members to assist if needed

Resource's typical working day:

• 30-40 calls/day
• Assisting with service calls
• Software issues
• Login issues
• Technical issues
• Mobile device issues

Licenses/Certifications:

n/a

Must Have Skills:

• Help desk technical experience
• Technical skills

• Resolving technical issues

• ? Email
• ? Login
• ? Office 365

Nice to have skills:

• Multi-factor authentication experience
• Knowledge on how to fix computers
• Desktop support

Soft Skills:

• Great customer service
• Ability to walk people step by step through problem solving

Years of Experience:
2+ years

Education

H.S. diploma or GED

Software skills:

• Office 365 Suite
• iOS experience preferred

Interview Process:

• 1st round culture interview (Teams)
• 2nd round technical interview (Teams)