Job Description

TRC's Client has a long term opportunity for a Helpdesk Analyst!

This opportunity is with a large automotive parts organization in Norcross, GA. This is a six month contract-to-hire role that requires onsite presence. Any tier one help desk and/or POS experience is preferred. New grads with IT certs welcome to apply!
Job Description:
The Helpdesk Analyst provides first level support, diagnosis and phone support to customers of the Corporate IT Shared Services organization. 
Responsibilities: 
* Assist in PC deployment and maintenance 
* Works with team members to develop, approve, validate, and maintain problem resolution databases 
* Interprets, analyzes, diagnoses, documents and resolves first level customer service problems related to internal supported hardware, software, LANs and WANs with the objective of closing calls on a first call basis 
* Researches support issues when resolutions are not readily attainable by checking available resources including, but not limited to: the incident/problem tracking system, internal websites, software manuals, and other team members. 
* Appropriately escalates problems as required and monitors resolution progress until the problem is resolved to the callers satisfaction. 
* Using the incident/problem tracking system, accurately documents all incoming calls, keeps tickets and customers updated on their issues / request and documents all call resolutions. 
* Keeps Service Desk team and management apprised of any new support issues in a clear and timely manner. 
* Works to consistently improve call handling and resolution processes. 
* Performs other job-related duties as assigned or apparent 

 
Qualifications: 
* A minimum of one years of experience 
*Exceptional customer service approach 
POS experience is a plus
* Windows Operating Systems primarily Windows 10. 
* Microsoft Office Applications O365 is a plus
* Experience with mobile devices and mobile email 
* Experience with troubleshooting network related issues (client connectivity) 

TRC Talent Solutions is proud to be an Equal Opportunity Employer (EOE). All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law.

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