T-RHT-TS-Help Desk Analyst II

Classification: Consulting Compensation: Pay up to $20 per hour GENERAL POSITION SUMMARY: As a member of the Technical Support team, provide professional, courteous and prompt first level technical support (primarily via the telephone) for assigned company products. This includes problem definition, prioritization, analysis, recreation and resolution. This position exists to ensure client satisfaction by providing answers and resolution to incoming problems in a timely and effective manner.Essential Functions:•Begin to learn to install new releases as assigned, and by following test installation procedures, test and document installation.
•Learn new products and diagnostic tools and share knowledge with others.
•Produce Knowledge Management documents.
•Provide feedback on product and/or process initiatives developed in other areas.
•Regular, reliable attendance is required.
•Other job related duties as assigned.SECONDARY FUNCTIONS:
•Perform onsite troubleshooting and research as required.JOB SCOPENature & complexity of the work:•Work is complex in nature. Resolves highly complex operational and technical issues related to a specific client and/or product and technologies.
Role in policies and procedures development:•Operates within the general scope of defined policies and procedures.
Degree of supervision:•Most work is completed independently without direction supervision. Work is subject to review upon completion to ensure compliance with objectives.
Confidentiality of information:•Deals with confidential proprietary company and product information. Also deals with confidential client information.
With whom contact is made internally and externally:•Externally with clients, typically at a site level but occasionally at a corporate level; internally primarily with Client Services Support and Field Services employees up to management, as well as occasionally with technical and managerial employees in Product Development and Client Management & Consulting.
Scope of decision making authority:•Decisions are made within prescribed operating guidelines.
Budgetary accountability:•Will significantly contribute to client P&L related to Support
Additional scope Issues:•NoneEDUCATION AND/OR EXPERIENCE:Formal education level required:•BS degree in Computer Science or related field of study, or equivalent education and/or experience
Training required:•MCSE or NT certification preferred
Specific skills & proficiency level required:•Must be able to solve a wide range of technical problems of diverse scope and moderate complexity, where analysis of data and/or situations require evaluation of both identifiable and unidentifiable factors.
•Must be able to work independently
•Strong oral and written communications skills a must
Experience required:•Prefer two or more years of experience in hardware and software troubleshooting, analysis and resolution.JOB CONDITIONS:
•A non-traditional rotating work schedule (including evenings or weekends) is required. Current Technician Shifts Include:
•12pm-9pm
•4pm - 1am
•7pm-4am
•10pm-7am
These shifts are subject to change based upon business needs.
Interested candidates should contact Chad at 404-233-1382 or by email at