IT Helpdesk Analyst
Envista
- Costa Rica
- Permanente
- Tiempo completo
- Demonstrates Customer Service & Troubleshooting skills with composure and professionalism in-person, on the phone, and in writing.
- Takes users issues and requests via phone, walk-up, email, and ticketing system.
- Documents issues and requests into the help desk ticketing system then either resolves or escalates to the appropriate resource.
- First level troubleshooting of laptops, desktops, servers, network related or attached systems.
- Listens and responds to customer needs.
- Uses critical thinking to resolve customer issues.
- Recommends or performs minor remedial actions to correct problems.
- Maintain Active directory user account and security consistency.
- Escalate and redirect help desk Incidents to the appropriate technical resources.
- Troubleshoot MS and Enterprise software application issues.
- Provide support for LAN, remote (VPN, Citrix) access, and resolve basic email connectivity issues.
- Installation and maintenance of Windows based PC/Laptops in an enterprise environment.
- Configure/Troubleshoot and install laptops, workstations, scanners, printers, faxes, mobile phones, iPads and all technology-based peripherals physically and remotely.
- Responds to client inquiries concerning systems operation and diagnoses system hardware, software, and operator problems.
- Installing software patches as needed and eradicating spyware/viruses.
- Assists with upgrade implementations, application support, and network infrastructure expansions.
- Performs preventive maintenance and repairs.
- Provides updates, status, completion information to manager, problem request tracking system, and/or users, via e-mail, voice mail, or in-person communication with written documentation.
- First level helpdesk support
- Use discretion to prioritize and complete end user requests for support.
- Performs other duties as assigned.
- Knowledge of computer hardware and software
- Ability to troubleshoot and correct a wide array of IT enterprise user problems.
- Ability to receive and utilize training proficiently to implement in the work environment.
- Working knowledge of Cisco/Avaya phone systems desired