OneNeck IT Solutions

  • IT HELPDESK ANALYST

    Job Locations US-AZ-Gilbert | US-AZ-Scottsdale
    ID
    2018-12572
    Company
    OneNeck IT Solutions
  • Overview

    Want to be part of a customer focused, high performance, high integrity team of technology professionals?  Do you want to launch your IT career and get exposure to a variety of best in class infrastructure technologies?  At OneNeck IT Solutions we deliver world class IT solutions 365/24/7.  We’re in search of dynamic individuals that are passionate about technology and providing best-in-class customer service.  Our managed services engagements allow our employees to have access to a variety of technologies and environments, broadening your skillset while preparing you for future growth.

     

    OneNeck IT Solutions LLC employs nearly 550 people throughout the U.S. The company offers hybrid IT solutions including cloud and hosting solutions, managed services, ERP application management, professional services, IT hardware and top-tier data centers in Arizona, Colorado, Iowa, Minnesota, Oregon and Wisconsin. OneNeck's team of technology professionals manage secure, world-class, hybrid IT infrastructures and applications for thousands of businesses around the globe. 

     

    An IT HelpDesk Analyst is a pivotal support position within OneNeck’s Managed Services organization. Our Service Desk provides a critical interface between the Managed Services organization and OneNeck’s customers; this team is the launching point for all customer support communications. Technicians are responsible for receipt, analysis, documentation, escalation, and resolution of customer issues and requests related to services delivered by OneNeck.   This team is involved in major incident resolution.

     

    Responsibilities include monitoring and reporting on customer systems and networks using various monitoring tools. A Service Desk Technician also handles operations duties within our datacenter.  This individual will also partner closely with our engineer teams to solve technology problems and work to resolution.  The candidate will demonstrate excellent communication, troubleshooting, and documentation skills as well as an understanding and application of computer support best practices.

     

    **There are several shifts available: Wed-Sunday 9:30-6:30pm; Sat - Wed 9:30-6:30pm or Monday - Friday 9:30-6:30pm AZ time time**

    Responsibilities

    • Problem solve and deliver solutions to customer issues within SLAs to provide best in class customer service
    • Issue and incident documentation in Cherwell ticketing tool
    • Provide top-notch customer service via phone, email and chat in a service support center
    • Escalate and partner with engineering teams to resolve customer issues
    • Monitor enterprise systems through monitoring software (Nagios and Nimsoft)
    • Account management through Active Directory for customer environments
    • Dynamics AX and Baan ERP support

    Qualifications

    Required Qualifications

    • 1+ years of IT experience.
    • Must follow the OneNeck Service Desk attendance guidelines to meet our customers’ needs

     

    Other Qualifications

    • Established track record in IT technologies (Unix/Windows Servers, Database, Data Center and Borderless Networking, Client/Server Application Support)
    • Able to produce a high standard deliverable while under time constraint pressure
    • Experience interacting with external customers
    • Excellent customer service skills, interpersonal skills, and telephone etiquette
    • Friendly personality that enjoys assisting customers
    • Good documentation skills and solid written grammar
    • Able to accurately follow written technical work instructions
    • Able to work in a structured environment
    • Strong organization, time management, and prioritizing skills

     

    Benefits:

    As a part of your total compensation, TDS provides a comprehensive, competitive benefit package. The benefit plans address both the immediate and long term needs that you and your family may have. For an overview of what we have to offer for full-time employees including vacation, health benefits and retirement options please click here.

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