Helpdesk Analyst

Job Title-: Helpdesk Analyst
location-: Salt Lake City, UT
Duration-: 12 months 

This role requires 1 weekend a month availability

WEEKLY Schedules Monday-Friday

6:00AM to 2:30PM

9:30AM to 6:00PM

WEEKEND Schedules - Monday/Tuesday and Saturday/Sunday - 4 days at 10 hours per day:

6:00AM to 4:30PM

8:30AM to 7:00PM

Responsibilities

• Must be client-focused with ability to provide white-glove treatment to our clients.
• Must have the understanding and sense of urgency to address and resolve issues as quickly and accurately as possible.
• Address client requests and issues via phone or email.
• Provide world class quality of service to our clients throughout the resolution process.
• Engage engineering teams and product owners to assist with troubleshooting as needed.
• Perform ‘cradle to grave’ ownership of all issues by providing timely updates to clients and by constantly following up with escalation teams until the issue is resolved.
• Demonstrate excellent ticket hygiene by selecting appropriate product categories, keeping detailed ticket notes, managing ticket backlog, etc.
• Maintain effective documentation by regularly reviewing and updating knowledgebase content.
• Take a proactive approach in analyzing current practices to identify areas for improvement and make suggestions for more efficient and strategic solutions.
• Be willing to learn and develop subject matter expertise in the systems and products we support, such as Messaging (Exchange, etc.), Zoom, SharePoint, Mac, Unix, Voice, Mobile and others.

Basic Qualifications

• Minimum 2 years of experience working in the technical support field in an enterprise environment, preferably with phone support experience.

Skills

• Solid technical knowledge, troubleshooting skills and support experience with the following:
  • Zoom
  • Microsoft Windows platform (Windows 7, 10)
  • Networking, LAN, WAN, corporate enterprise domain infrastructure environment
  • Windows desktop and server operating system
  • Microsoft Active Directory
  • Microsoft Outlook
• Good understanding of the Microsoft Office products such as Word, Excel, and Power Point.
• Basic conceptual knowledge of Citrix/VMware/VDI/Virtualization.
• Ability to perform Mobile OS (iOS/Android) application troubleshooting.
• Team player mentality, collaborative, self-learner and self-motivated.
• Good understanding of English and good communication skills is a must.
• Strong customer service skills and focus on ownership throughout the resolution process.
• Flexibility to occasionally work any 24x7 shift to accommodate BCP or other business impacting events.
• For our Asia language support team, hours of operation would match with region of support based on language spoken.

Preferred Qualifications

• The use of software-based web conferencing programs such as Lync, Skype, WebEx, Zoom.
• Experience operating and troubleshooting on a variety of multimedia /audiovisual hardware and software for at least 2 years.

Education-: High School Diploma Required 

About Us: Established in 2004, SPECTRAFORCE® is one of the largest and fastest-growing diversity-owned staffing firms in the US. The growth of our company is a direct result of our global client service delivery model that is powered by our state-of-the-art A.I. proprietary talent acquisition platform, robust ISO 9001:2015/ISO 27001 certified processes, and strong and passionate client engaged teams. We have built our business by providing talent and project-based solutions, including Contingent, Permanent, and Statement of Work (SOW) services to over 140 clients in the US, Canada, Puerto Rico, Costa Rica, and India. Key industries that we service include Technology, Financial Services, Life Sciences, Healthcare, Telecom, Retail, Utilities and Transportation. SPECTRAFORCE is built on a concept of “human connection,” defined by our branding attitude of NEWJOBPHORIA®, which is the excitement of bringing joy and freedom to the work lifestyle so our people and clients can reach their highest potential. Learn more at: http://www.spectraforce.com
 
Benefits: SPECTRAFORCE offers ACA compliant health benefits as well as dental, vision, accident, critical illness, voluntary life, and hospital indemnity insurances to eligible employees. Additional benefits offered to eligible employees include commuter benefits, 401K plan with matching, and a referral bonus program. SPECTRAFORCE provides unpaid leave as well as paid sick leave when required by law.

Equal Opportunity Employer: SPECTRAFORCE is an equal opportunity employer and does not discriminate against any employee or applicant for employment because of race, religion, color, sex, national origin, age, sexual orientation, gender identity, genetic information, disability or veteran status, or any other category protected by applicable federal, state, or local laws. Please contact Human Resources at LOA@spectraforce.com if you require reasonable accommodation.
 
California Applicant Notice: SPECTRAFORCE is committed to complying with the California Privacy Rights Act (“CPRA”) effective January 1, 2023; and all data privacy laws in the jurisdictions in which it recruits and hires employees. A Notice to California Job Applicants Regarding the Collection of Personal Information can be located on our website. Applicants with disabilities may access this notice in an alternative format by contacting NAHR@spectraforce.com.
 
LA County, CA Applicant Notice: If you are selected for this position with SPECTRAFORCE, your offer is contingent upon the satisfactory completion of several requirements, including but not limited to, a criminal background check. We consider qualified applicants with arrest or conviction records for employment in accordance with all local ordinances and state laws, including the Los Angeles County Fair Chance Ordinance for Employers (FCO) and the California Fair Chance Act (FCA). The background check assessment will consider whether a criminal history could reasonably have a direct, adverse impact on the job-related safety, security, trust, regulatory compliance, or suitability for this role. Such findings may result in withdrawal of a conditional job offer. 


At SPECTRAFORCE, we are committed to maintaining a workplace that ensures fair compensation and wage transparency in adherence with all applicable state and local laws. This position’s starting pay is: $20.00/hr.