Help Desk Analyst at Apex Systems (Raleigh, NC)

Job Description
Job #: 940320
Our client in Raleigh, NC has a Desktop Support position open on their team. If interest, please send your resume over to Katie at kkinsey@apexsystems.com.
Summary
The Help Desk Analyst provides superior customer service and support to promote and enhance the operational and financial effectiveness of the client's stores. Investigates and resolves software, hardware, communication, or procedural problems of computer users by performing the following duties.
Essential Duties And Responsibilities

• At all times, maintain the ideal Team Member 7 characteristics: Friendly, Product Knowledgeable, Customer Oriented, Team Player, Detail Oriented, Change Oriented, and Dependable.

• Adhere to the 5 Basics for Sales and Customer Satisfaction: Quality/Quality Control, Good Housekeeping, Proper Stock Levels/Variety, Proper Pricing/POP, and Legendary Customer Service.

• Utilize avenues to ensure that Profits 3 Basics are met: Proper Merchandising, Cost Control, and Shrink Control.

• Answers, evaluates, and prioritizes incoming telephone, voice mail, e-mail, web, web chat and in person requests for assistance from users experiencing problems with hardware, software, networking, procedural, and other computer-related technologies.

• Investigates and resolves computer software and hardware problems of users.

• Answers questions, applying knowledge of computer software, hardware and procedures.

• Responds to team member inquiries concerning systems operations and diagnoses system hardware, software and operator problems.

• Assist in performing problem diagnosis and resolution as required by using all documentation, hardware and software tools. Document any new ways for problem detection, isolation, and determination.

• Determines whether problem is caused by hardware such as modem, printer, cables, or telephone.

• Handles problem recognition, research, isolation, resolution and follow-up for routine user problems, referring more complex problems to second tier groups.

• Instructs users in use of equipment, software and manuals as required.

• Provides updates, status, and completion information to staff, problem request tracking system and/or users, via voice mail, e-mail, or telephone communications.

• Logs and tracks calls using problem management database, and maintains history records and related problem documentation.

• May specialize by type of software, computer language or computer operating system.

• Escalate and track problems by determining appropriate severity level and follow-up with clients.

• Acquire a basic understanding of the network. Use this knowledge to provide problem diagnosis and resolution as required.

• Work with other teams and departments to meet business requirements in support of company's objectives.

• Coordinates activities with help desk, network services, or other information systems groups.

• Ensures service level standards are achieved:

• Answer 80% or more of calls within 30 seconds.

• No more than 5% of all calls are abandoned.

• Resolves 80% of inquiries on first contact.

• Excellent customer service.

• Future functions as required.

Qualifications
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Ability to communicate effectively.

• Good interpersonal and teamwork skills

• Must have a basic understanding of computers and hardware troubleshooting.

• Must be able to prioritize effectively.

• Must be able to work a flexible schedule.

• Excellent problem-solving skills, with a demonstrated ability to identify operational problems, recommend optimum solutions and follow through to resolution.

• Custo
• mer service or help desk experience, preferably within a retail environment. Stro
• ng organizational skills with a demonstrated ability to identify and set priorities to meet the demands of a dynamic work environment.

• Strong PC skills and experience.

• Experience with PC software (i.e.: MS Office and Internet Explorer).

• Knowledge of UNIX and WINDOWS environment will be an asset.

• Agrees to have telephone conversations monitored for quality performance.

Certificates, Licenses, Registrations
Extensive Microsoft Office Skills A+ Net+ MCSE Cisco PC Configuration Skills Remote Access (dial up) and TCP/IP configuration WAN AS/400 PeopleSoft/PeopleTools Remedy help desk Software
Language Skills

• Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.

• Ability to write routine reports and correspondence.

• Ability to speak effectively before groups of customers or employees of organization.

Physical Demands
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel; and talk or hear.

• The employee frequently is required to reach with hands and arms.

• The employee is occasionally required to stand; walk; and stoop, kneel, crouch, or crawl.

• The employee must occasionally lift and/or move up to 25 pounds.

• Specific vision abilities required by this job include close vision.

Work Environment
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
The noise level in the work environment is usually moderate.
EEO Employer
Apex is an Equal Employment Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other characteristic protected by law. Apex will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law. If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation in using our website for a search or application, please contact our Employee Services Department at 844-463-6178

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