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Help Desk Analyst - Part Time

PDS, A Converge Company
Madison, WI
  • Expired: over a month ago. Applications are no longer accepted.
Job Description

As a Help Desk Analyst – based out of our Madison, WI office – you will be responsible for the day to day support of PDS Help Desk Clients. By leveraging your customer service skills, technical training and having an understanding of today’s technologies, you will solve a wide variety of challenges in a fast-paced environment that is managed using ITIL methodology.

Reporting Relationships:
Reports To: Help Desk Team Lead
Direct Reports: None

Essential Job Responsibilities:
General Duties & Responsibilities – 70% to 85%

  • Provides first level support for inbound incidents and Service Requests from end users and client IT staff.
  • Maintain end to end responsibility for customer’s support needs providing timely, reliable, and courteous service.
  • Participate in and adhere to all SoP's such as the PDS Incidents and Service Requests.
  • Assists with the development and improvement of work instructions, procedures, standards and documentation.
  • Exceptional Attendance is a must

Mentoring, Collaboration, and Leadership– 5% to 10%

  • Mentor and assist with training other Help Desk Analysts
  • Assists other Help Desk Analysts by acting as a touchpoint to hand off in depth issues before escalating out of the Level 1 support group. Conduct regular queue management to ensure adherence to SoP's

Knowledge Management and Training– 10% – 20%

  • Maintain appropriate level of skills to handle incidents and requests in line with established service levels.
  • Provide feedback of intelligence gained through customer interactions.
  • Make or suggest updates to the Knowledge within the Knowledge Management databases

The above statements are intended only to describe the general nature of the job, and should not be construed as an all-inclusive list of position responsibilities.

Required Qualifications:

  • An Associate’s Degree in an applied technology or equivalent technical training is preferred

Job Related Experience:

  • Server or Network Administration experience and/or training
  • 3 years’ experience working in a Customer Service role, strongly preferred
  • 2 - 4 years’ experience with tech support in a Microsoft environment, strongly preferred
  • Minimum 2 years’ experience working in a Help Desk, Service Desk, or Call Center environment is preferred
  • The following certifications are preferred:
    • CompTia A+
    • CompTia Server+
    • CompTia Network+
    • HDI Customer Help Desk Analyst
    • MTA
    • MCDST
    • CCENT
    • Microsoft Office Specialist

Additional Skills/Knowledge:

  • Professionally respond to telephone calls, emails, chats and voicemails for customer support
  • Technical writing experience
  • Innovative, team-oriented problem solver
  • Strong commitment to providing quality service
  • Excellent interpersonal, negotiation and communication (verbal and written) skills
  • Excellent organizational, time management and follow through skills
  • Ability to manage multiple competing priorities
  • Unwavering commitment to providing customers with an exceptionally high quality experience
  • Develops and maintains knowledge of legacy, existing, and new PC hardware and software technology
  • Remotely troubleshoot networking, server, and end user desktop incidents
  • Be an active participant in the incident management and service request processes
  • Experience working with Microsoft Office
  • Mobile Device Operation Systems (Android, iOS, Windows Phone)
  • Experience troubleshooting Microsoft Desktop Operating Systems
  • Experience troubleshooting Microsoft Server OS
  • Experience troubleshooting Linux OS
  • Experience with server and or desktop virtualization
  • Experience with networked storage
  • Experience with enterprise data backup solutions
  • Experience troubleshooting MacOS computers
  • Knowledge of networking fundamentals

Physical Requirements:
While performing the duties of this job, the employee is regularly required to sit, stand, write and operate a computer keyboard, standard office equipment and telephone. The employee is frequently required to move about and reach for items. 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.

PDS is an affirmative action, equal opportunity employer.

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PDS, A Converge Company


Madison, WI
53714 USA



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