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IT Support Analyst -Level I Opening

St. Louis, MO
Posting Details

Title: IT Support Analyst -Level I Helpdesk

IT Support Analyst will provide excellent customer service through incoming phone calls to the IT Service Desk while assisting customers with routine incidents and routing tickets to appropriate teams.  
  • Demonstration of excellent customer service skills with frequent customer interaction.
  • Will answer all incoming technical phone calls through the Service Desk and gather appropriate information; quickly gain the skill to interpret and differentiate incoming customer technical requests, questions, concerns, incidents and in turn have a strong knowledge and understanding of how to direct / expedite these requests onto the appropriate support teams to achieve resolution.
  • Use procedures, policy, knowledge base information, and other reference materials to provide incident resolution and closure for routine user problems; Route tickets for issues which cannot be resolved at Level 1 to the appropriate group.
  • Assist with coordination of third party support technicians via telephone and email to schedule on site visits for hardware/software issues.
  • Assist customers via phone regarding status of active service desk tickets.
  • Open / properly categorize tickets using Microsoft Dynamics CRM case management system for reported issues.
  • Document detail of customer interactions accordingly and provide follow up as needed.
  • Escalate reported issues to the appropriate service desk tier / management for diagnosis and resolution.
  • Act as backup administrator for monitoring of the Service Desk email.
  • Train on an as-needed basis
  • Complete miscellaneous projects/duties as assigned by management
Minimum Requirements:
Associate's degree (A. A.) or equivalent from two-year college or technical school; or six months to one year related experience and/or training; or equivalent combination of education and experience.
  • Must be a self-starter who can work well with people at all levels both in a professional manner. 
  • Superior listening skills – Ability to listen carefully and understand a customer’s situation clearly in order to help them.
  • Strong customer service skills – Ability to properly handle customer requests, concerns, etc. in a patient, helpful and professional manner. 
  • Strong interpersonal skills – Ability to create positive interactions with customers and peers.
  • Strong written and oral communication skills.
  • Ability to work independently or within a team to efficiently and effectively resolve customer concerns or issues.
  • Ability to manage and prioritize multiple issues.
  • Excellent organizational and time management skills.
  • Ability to adapt easily to a constant changing environment.
  • Understanding of basic computer/network concepts and experience in Microsoft Office applications including but not limited to MS Word, Excel, Power Point, and Outlook
  • High call volume experience.
The Timberline Group
Phone: 636-209-5537
623 Missouri Ave #104, Sullivan, Mo 63080
"Delivering quality solutions through quality people"

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