Help Desk Analyst


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Location

NY-Westbury

Classification

Full-Time

Description

The Help Desk Analyst provides first-level technical support for users contacting the Barnes & Noble Home Office Help Desk.

Essential Functions

• Troubleshoot, diagnose and resolve any incoming calls for assistance from all Home Office and field employees.
• Perform Active Directory functions
o Create user accounts
o Reset passwords
o Add/remove groups, etc.
• Ensure all aspects of calls are fully and clearly documented in the issue tracking system.
• Escalate any issues that you are unable to resolve, to the proper level of support.
• Provide timely follow up of all unresolved issues regarding not only your own calls, but any open calls in the system.
• Develop good relationships and strong communication with users.
• Update and maintain Service Center policies and procedures.
• Work hand-in-hand with the Desktop Support team.
• Other task and duties as assigned.

Qualifications

• Degree in Computer Science, Information Systems or equivalent experience.
• A+ certification is a plus
• 3-5 years of related experience, including customer service
• PC hardware and troubleshooting knowledge
• Knowledge of Windows OS – XP, Mac OS X 10.10+
• Knowledge of Service Now call tracking system a plus
• Basic knowledge of wireless networks and devices
• Basic knowledge of cell phones (IOS and Android) and iPad
• Keen attention to detail and diligence following procedures and direction
• Adept at multitasking and balancing priorities
• Excellent written and verbal communication skills and analytical, problem-solving skills
• Ability to work well in a team environment

 

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