GreenSky Administrative Services LLC

  • Tier I, Technical Support Analyst

    Job Location(s) US-KY-Crestview Hills
    Posted Date 1 month ago(1/14/2019 6:08 PM)
    Job ID
    2019-3702
    # of Openings
    1
    Category
    Information Technology
  • Overview

    GreenSky is seeking a Tier I Help Desk Support Analyst to address IT-related support requests by providing initial diagnosis, and if possible, resolution to the issue. The analyst is expected to escalate more complex problems to other Help Desk Support teams. This position provides Tier I support of low to medium complexity.  The analyst will work independently to ensure end-users receive prompt, courteous and knowledgeable assistance.

    Duties & Responsibilities

    • Troubleshooting all information technology issues, including software, hardware, and networking.
    • Provision, de-provision, and audit of company resources.
    • Assist in the management of Active Directory information, ensuring accuracy and regular updates.
    • Install and update desktops, laptops, mobile devices, peripherals, and related software.
    • Assists end-users in resolving technical problems.
    • Follows up with end-users to ensure that inquiries are resolved within established SLAs.
    • Logs and tracks inquiries using a ticketing system while maintaining history records.
    • Documents and maintains workflows utilized in successful issue resolution.
    • Identifies, evaluates, and prioritizes end-user problems and complaints to ensure that inquiries are successfully resolved.
    • Makes recommendations to improve help desk processes.
    • Working with Help Desk team across multiple sites, providing services on a high level of quality.

    Required Skills/Qualifications

    Required Skills

     

    • Basic knowledge of Active Directory
    • Good working knowledge of Microsoft Office Suite, Office 365 is a Plus
    • Basic knowledge of network fundamentals
    • Troubleshooting and analysis
    • Understanding of a wide variety of desktop applications
    • Experience working within enterprise ticket systems
    • Windows 10 hardware/software experience
    • MAC OS experience a plus, but not required
    • Ability to comprehend and retain technical resolution information
    • Ability to interact with staff at all levels
    • Excellent Customer Service Skills, including communication and follow-up
    • Excellent organizational and interpersonal skills
    • Ability to multitask and work in a team setting

     

    Basic Qualifications

     

    • High school diploma or equivalent required.
    • BS or BA degree in computer science, business administration or related work experience preferred.
    • Or any combination of education, experience, and training that demonstrates the ability to perform the key responsibilities of this position.
    • 1 - 2 years’ experience in a customer service related field.
    • Excellent oral and written communication skills.
    • Ability to communicate effectively with all levels of skill sets
    • Experience with solving computer-related problems
    • Ability to go to and work at employee workspaces which involves climbing stairs and walking long distances to cover multiple floors in an office building
    • Ability to lift and carry computer equipment as required

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