Link Solutions, LLC Hiring for Level 1/Level 2 Technical Support Analyst Job at Altamonte Springs, FL Full Time

Link 2 Solutions LLC has been engaged to identify top quality candidates for a fantastic existing client looking for a new Level One/ Level Two Help Desk Support Analyst to join their team!

OUR CLIENT IS ONLY INTERESTED IN SPEAKING WITH QUALIFIED CANDIDATES WHO CURRENTLY LIVE WITHIN A 45 MINUTE DRIVE OF DOWNTOWN ORLANDO. The Level I Help Desk Support Analyst is responsible for handling first level support of service requests in a professional and timely manner. This includes all technology, including: workstations, servers, printers, networks, and vendor specific hardware and software.

Job Duties:

• IT Support relating to technical issues involving Microsoft’s core business applications and operating systems.

• Support of disaster recovery solutions. Basic technical support at the network level: WAN and LAN connectivity, routers, firewalls, and security.

• Basic remote access solution implementation and support: VPN and Remote Desktop Services.

• Monitor the remote monitoring and management system alerts and notifications, and respond accordingly through service tickets.

Responsibilities:

• System documentation maintenance and review in CRM.

• Communication with customers as required: Keeping them informed of incident progress, notifying them of impending changes, and agreed outages.

• Improve customer service, perception, and satisfaction.

• Fast turnaround of customer requests.

• Work with the Service Coordinator to ensure requests are routed to the proper resource in order to be resolved quickly and efficiently.

• Escalate service requests that require next level support.

• Responsible for entering time and description in CRM promptly and accurately.

• Complete end-of-day time entry at the end of the day and submit time sheets promptly.

• Understand processes in CRM by completing assigned training materials and blueprints.

• Arrive early or on-time for all in-house and customer facing meetings and conference calls as well as firm time on-site appointments.

• Learn and use the available tools to better support our customers.

Knowledge/Skills/Abilities:

• Advanced understanding of operating systems, business applications, printing systems, and network systems.

• Interpersonal skills: such as telephony skills, communication skills, active listening and customer-care.

• Diagnosis skills of technical issues.

• Ability to multi-task and adapt to changes quickly.

• Technical awareness: ability to match resources to technical issues appropriately.

• Service awareness of all organization’s key services for which support is being provided.

• Understanding of support tools, techniques, and how technology is used to provide services.

• Typing skills to ensure quick and accurate entry of service request details.

• Self-motivated with the ability to work in a fast moving environment.

This position is 100% onsite – not a virtual opportunity.

Only US citizens or Green Card holders will be considered. No sponsored candidates.

• Primarily responsible for technical support to end-users

Job Type: Full-time

Pay: $38,000.00 – $45,000.00 per year

Benefits:

• Health insurance

Schedule:

• 8 hour shift

Ability to commute/relocate:

• Altamonte Springs, FL: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Help desk: 2 years (Required)
• Windows: 2 years (Required)

Work Location: One location