Help Desk Analyst at Park Place Technologies in Mayfield Heights, Ohio

Job Description:

The Help Desk Analyst provides customers of IT Services a central point of contact for logging, tracking, and reporting of hardware, network, and application related problems. Provides guidance and 1st level support, assisting in problem resolution, workstation, application and production problems and inquiries.  Assist in the analyzing of issues to determine wider impact and problem relationships. Provides worldwide service and support for all customers globally.  Works with all levels of Service Desk Analysts, Computer Operators, 2nd level support groups, management, and customers.

What you’ll be doing:

• Respond to customer requests for information.


• Analyze and determine the impact of problems with software applications and technologies.

• Assist customers in problem resolution by following troubleshooting procedures.


• Assist IT Infrastructure and Business Systems personnel in troubleshooting, problem identification and resolution.


• Dispatch appropriate IT support personnel or reassign issues to 2nd level support teams in accordance with established procedures.


• Record and track all incidents from initial report through final resolution.


• Follow established notification procedures for applications/software systems problems.

 What we’re looking for:

• 1-3 years’ Service Support experience required, including experience with customer support processes and tools.


• Strong customer service, analytical and problem resolution skills.

• Strong verbal and written communications skills, as well as typing skills.


• Strong interpersonal skills and ability to relate well with all levels of the organization.


• Ability to maintain a flexible work schedule including weekends, holidays, and all shifts.


• Functional knowledge of Windows operating system, Microsoft Office, and Internet Explorer.

 Bonus Points:

• Help Desk or Service Desk certifications a plus.

Education:   

• Associates Degree in a computer-related field is a definite plus.

 

If you are a qualified individual with a disability or a disabled veteran, you may request a reasonable accommodation if you are unable or limited in your ability to access job openings or apply for a job on this site as a result of your disability. You can request reasonable accommodations by calling 1-877-778-8707.

 Park Place Technologies is an Equal Opportunity Employer M/F/D/V.

 Park Place Technologies has an in-house recruiting team that focuses exclusively on the hiring needs of our company. We are not currently accepting additional third-party agreements or unsolicited resumes. If you would like to be considered as a preferred partner with Park Place Technologies, please submit your detailed information to careers@parkplacetech.com. Any CVs submitted directly to hiring managers will be considered unsolicited and become the property of Park Place Technologies.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)

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