Job description

AE Business Solutions in looking for for a contract role.
These positions are REMOTE.
POSITION TITLE: Help Desk Analyst

JOB SUMMARY
The Help Desk Analyst I provides telephone support for end users on a wide variety of hardware, software, and application issues. This individual evaluates user needs and coordinates with appropriate IS personnel to resolve issues in a timely manner.

The Help Desk Analyst l will maintain Help Desk software to ensure trouble calls are tracked accordingly and directed to the appropriate staff.

These are Level 1 Helpdesk
ServiceNow experience preferred.

1.Provides technical assistance and support related to computer systems, applications, hardware and/or software for) staff to ensure resolution in a timely manner.
2. Creates Help Desk tickets and documents current status of calls to relay calls as appropriate ensuring end users issues are resolved in a timely manner.
3. Provides complete, clear, and accurate entries to reflect changes and additions regarding call history to ensure understandability and accuracy.
4. Communicates with end user regarding issues and escalates more complex issues to appropriate team members to ensure calls are given proper attention and Customer Service standards are met.
5. Utilizes and supports remote access solutions to gain a better understanding of the problem being reported and to gather additional details.
6. Maintains knowledge of internal changes, planned deployments, application enhancements, systems, and hardware as required to ensure current technology and support is being utilized.
7. Collaborates with each customer and provides exceptional customer service to meet Customer Service standards.
8. Regular attendance is required in order to carry out the essential functions of the position.
9. Reviews and meets ongoing competency requirements of the role to maintain the skills, knowledge and abilities to perform, within scope, role specific functions.

ADDITIONAL DUTIES
Other duties as assigned.
Minimum Required: High School diploma or equivalent.
Preferred/Optional: Associate degree in IT Computer Support Specialist or Microsoft System Administrator or related technical field.

Excellent written and verbal communication skills. Keyboard, computer, and telephone proficiency.

EXPERIENCE Minimum Required:
Experience in a technical support call center or customer service environment.
Preferred/Optional: Two years’ experience in health care setting or related field.
Demonstrated knowledge with computer operating systems, PC software packages, systems administration, and network systems.

AE Business Solutions cannot sponsor applicants for employment visas.
AE Business Solutions is an Equal Opportunity Employer. EOE/AA

If you want to contribute your passion and skills in a team that values ambition and hard work, please send your resume to careers@aebs.com

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