IT - Help Desk Analyst

POSITION SUMMARY

The ideal candidate will have an exceptional understanding of existing Help Desk practices and Network technologies. Stay abreast of technology trends and bring insights on how related technologies could be used to enhance Answer Financial. He or she will not only act as a technical lead for the team, but they will also architect and recommend new technologies and solutions.

RESPONSIBILITIES & DUTIES

• Administer effective frontline line Network administration and help desk assistance to customers where inquiries are beyond the knowledge of the Global help desk team members.
• Highlight level of expertise by providing satisfactory explanations and solution to customer questions and issues to gain their confidence.
• Take measures of crisis management to control all effects that may arise from customer problems and complaints to avoid escalation.
• Help to oversee daily workflow, with the IT Manager, all activities of the Help Desk. 
• He/she makes it a priority to focus customer service meet all customer expectations and keeps track of all performance indexes which include incoming tickets/calls, outgoing tickets/calls, and open aged tickets/calls.
• Keep clean records of all activities in the help desk department and present them to the Help (incident log tracking, Help Desk ticket completeness, Audit information requests, IT Manager or Upper Management upon request for evaluation
• Create good working relationship amongst members of the IT team to ensure smooth flow of work, which improves overall performance.
• Develop several strategies to tackle issues to have a backup plan where a particular strategy might not be effective.
• Security & Compliance: Lead and participate in projects with security best practices in mind. Participate in compliance and security audits. Ensure audit controls are current and accurate.
• Participate in and abide by company security activities, polices, audits, procedures, including internal audit activities.
• All other duties assigned.

RESPONSIBILITIES – Safety

• To help ensure that all our employees go home safely at the end of their working day.

RESPONSIBILITIES – Quality

• To ensure Kelvion’s Standard of Excellence, which includes quality, is incorporated into every product we produce. 
• Will adhere to all quality requirements that are inside of the Quality Management system.

RESPONSIBILITIES – Corporate / Site

• Follow all company policies and procedures, including but not limited to Global Code of Business Principles, Code of Ethics and Business Conduct, Operational Framework

• To be part of & to promote Knoxville Standard of Excellence which incorporates high standard of ethical behavior, to promote a culture of honesty and integrity, and one team culture.
• All employees are expected to follow government and corporate laws, rules, regulations, policies, and procedures.

OTHER RESPONSIBILITIES 

• To ensure Kelvion’s Standard of Excellence, which includes quality, is incorporated into every product we produce. 

• Follow all company policies and procedures, including but not limited to Global Code of Business Principles, Code of Ethics and Business Conduct, Vision and Values, Operational Framework.

REQUIREMENTS (KNOWLEDGE, SKILLS & ABILITIES)

• Be knowledgeable about word processing applications like Microsoft word and excel.
• Excellent communication skills – both written and verbal.
• Excellent knowledge of customer relations and management.
• Excellent work habits under pressure
• Ability to pay attention to time management, as well as possessing analytical skills.
• Ability to showcase good leadership skills to carry team members along.
• Ability to showcase skills of incident management and resolution practices.
• Ability to take charge in identifying and fixing problems
• Ability to communicate proposals to management as well as detailed technical requirements to developers or administrators. 
• Ability to work in fast-paced environment.
• Experience in a fast changing, growing environment.
• Experience with VMware technologies, including vSphere 6, SRM, Virtual Center, Horizon View
• 5+ years of experience working with Help Desk ticketing systems and escalation of higher-level problems.
• 5+ years of experience with imaging desktops and laptops using MDT or SCCM is required.
• 5+ years of direct call center experience
• 5+ years of experience working with DNS, DHCP, Group Policy, and TCP/IP

EDUCATION AND EXPERIENCE (required levels)

• Bachelor’s degree in Computer Science or a related field is desired.
• High school diploma or GED equivalent required.
• Technical certifications in Microsoft Windows server or technologies listed in the job duties section are desired. 

PHYSICAL REQUIREMENTS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is frequently required to stand; use hands to finger, handle, or feel; and reach with hands, arms, and shoulders. The employee is occasionally required to walk; sit; climb or balance; stoop, kneel, crouch, or crawl; and talk and hear. The employee must regularly hand lift and/or move objects up to fifty pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.

WORK ENVIRONMENT 

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.