Summary
Job title: Help Desk Analyst
Job ID: 202496390003
Department: Help Desk
Location: TX-Irving
Description
Summary:
This position provides phone support for software and hardware related issues. Candidate will be required to determine the nature of the problem, analyze root causes and resolve or escalate the issues in a timely manner. This individuals prime responsibility is to ensure that CEDs 500+ Profit Center locations receive a very high level of service in a timely and professional manner.
This individual must possess excellent communication and customer service skills in addition to being a good problem solver. They have the ability to make decisions quickly and independently in a fast-moving call center environment.
Reports to: Manager of IT Service Ctr
Minimum Qualifications:
Experience supporting end users to set-up, operate and troubleshoot personal computers, printers, and external computer peripherals
Demonstrable experience learning new software and hardware in an independent manner
Experience using Microsoft Word, Excel, and Outlook
High level of proficiency to read, write, and communicate orally in English, especially I.T. technical terms and concepts
Preferred Qualifications:
Experience with MS Access
Working Conditions:
This position operates in a professional office environment and is largely a sedentary role. It requires the ability to sit for extended periods of time.
Supervisory Responsibilities: No
Essential Job Functions:
Provide phone support for software and hardware related issues while following company process and procedures
Persuade users to follow company process and procedures and handle potentially inflammatory situations with composure
Meet or exceed call-answering quantity and quality standards
Work assigned shifts and meet or exceed attendance standards
CED is an Equal Opportunity Employer - Disability | Veteran
Other Compensation:
The following additional compensation may be applicable for this position:
+ Profit Sharing
Benefits:
Benefits available for this position are:
+ Insurance - Medical, Dental, Vision Care for full-time positions
+ Life Insurance
+ 401(k)
+ Paid Sick Leave
+ Paid Holidays
+ Paid Vacation
+ Health Savings Account (HSA) and matching
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