Helpdesk Tech

Mortgage Bank in need of a Help Desk Analyst. Software and hardware inquiries both on-site and remotely and serve as a liaison between employees and IT. Qualified applicants will demonstrate acute problem solving skills, be customer service driven and possess strong communication skills. The ability to prioritize tasks and deliver in accordance with SLAs is paramount to the success of the Help Desk team.

Job Duties:
Provide Tier 1 support to all end-users experiencing technical issues
Log issues through resolution, updating the internal knowledgebase and/or communicating findings with relevant business units
Field daily business service requests (i.e. enabling access to files and folders, creating accounts for new users, assisting users to navigate through well-known functions of common applications such as email, and other proprietary applications)
Identify and escalate problems to the appropriate support teams
Generate reports and summarize trends/patterns of Help Desk traffic
Diagnostic skills to isolate software vs. hardware vs. network issues and choose the most expeditious path to resolution
Participate in IT team's efforts to analyze root causes of major and/or high-frequency problems reported
On call rotation afterhours
Provide helpdesk support and resolve problems to the end user's satisfaction
Monitor and respond quickly and effectively to requests received through the IT helpdesk
Monitor Service Desk for tickets assigned to the queue and process first-in first-out based on priority
Follow up with customers to ensure issue has been resolved.
Desired Attributes:
Able to multitask in a fast paced environment
Proficient in Microsoft Office versions 2007 and 2010
Experience in administration with Windows XP & 7
Strong customer service skills
Strong problem solving skills
Ability to communicate clearly
Positive attitude


Staffmark is committed to providing equal employment opportunity for all persons regardless of race, color, religion, sex, sexual orientation, gender identity, age, marital status, national origin, citizenship status, disability or veteran status.

Able to multitask in a fast paced environment 2.Proficient in Microsoft Office versions 2007 and 2010 3.Experience in administration with Windows XP & 7 4.Strong customer service skills 5.Strong problem solving skills 6.Ability to communicate clearly 7.Positive attitude