SSUSA Job #725: Level 1 Desk Support
Job Description
LEVEL 1 DESK SUPPORT ANALYST
Our financial client is looking for an experienced Level 1 Desk Support Analyst who will respond to inquiries or requests from the End-user community and Internet Client Access users, and assist in problem resolution. Examples of the work performed may include resolution of computer problems, management of escalations, and notifications.
Responsibilities:
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Provide assistance by phone, email and/or using a ticket management system.
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Track issues to resolution.
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Update the internal knowledgebase with issue resolution details.
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Support computers, laptops, tablets, smart phones and applications.
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Monitor and escalate alerts from antivirus systems.
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Monitor backup system alerts and escalate errors.
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Manage critical incidents.
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Escalate problems as required to Tier 2 and Tier 3 support teams.
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Quickly and accurately determine incident scope and impact.
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Follow up on tickets at pre-defined intervals until resolved.
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Update daily status reports and shift handover reports.
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Act as a liaison between customers and technical escalation teams.
- Providing application support for the company Desktop
- Providing operating system support
- Mapping Printers
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Restaging workstations
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Password / Account Resets
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Answering basic how-to questions
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Citrix troubleshooting is a +
SEND YOUR RESUME IN CONFIDENCE TO jobs@ssusa.com
mention job 725in the subject box
Job Location
Edison, NJ
Position Type
Permanent
Salary Range
TBD