Help Desk Analyst
Company: Intelsat
Location: Chicago
Posted on: August 7, 2022
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Job Description:
Job DescriptionCritical Responsibilities Be the local escalation
resource for Help Desk issues and processes Excellent customer
support skills Respond to customer requests for support via
telephone and e-mail and tickets Provide timely responses to
reported incidents Assist in the resolution of user and support
issues to ensure timely distribution of knowledge and positive
impact on user satisfaction Break/fix support of IT equipment
(laptops, desktops, macbooks, printers, smartphones, VTC equipment)
Properly run network and power cables as needed Maintain IT device
inventories as instructed by supervisors. Participate in ACD phone
call rotation support Proficient in supporting VTC related meetings
and equipment Provide internal escalation support to other
technicians at the help desk Help ensure any established
metrics/SLAs are met Help Identify problem areas and problem
trends, and assist in finding solutions Exceptional written and
oral communication skills Strong documentation skills Ability to
conduct research into a wide range of computing issues as required
Experience using Active Directory to do basic user administration
Office 365 support experience Interface with executives and provide
"white glove" support Track local assets for site On-Call support
Important Responsibilities Escalate problems to appropriate teams
based on established guidelines and procedures Participate in root
cause analysis Participate in team projects that enhance the
quality or efficiency of service Track unresolved calls/tickets
Troubleshoot remote connectivity issues for traveling users and
remote offices Basic Systems Administration experience (Windows)
Assist in the development of instructions and FAQ lists for end
users Proactively identify process improvement opportunities,
including end-user training tools and documentation. Knowledge,
Skills, and Abilities Relationship building (people) skills
Excellent communication skills (both verbal and written) Excellent
organizational skills, ability to take technical direction and
ability to prioritize tasks Strong understanding of distributed
systems architecture and general knowledge of multiple technical
disciplines Technical knowledge and aptitude in the areas of
networks, network topologies, PC workstations (configuration and
connectivity), remote network access, network file servers,
applicable software and troubleshooting techniques Ability to
understand and assist in resolving network server problems or
network infrastructure issues Demonstrable experience in the
support and repair of laptop and desktop computers. Demonstrated
problem-solving skills Ability to maintain a high level of client
trust and confidence in the understanding of and concern for
clients' needs Must possess a motivated and team player work ethic
A self starter with the ability to take ownership of issues and
work on their own at times and find creative ways to resolve issues
or put work-arounds in place Core Competencies Windows 7/10, Basic
Mac support MS Office (all versions) Microsoft Outlook Citrix
Remote Access Client VPN Dell/Microsoft Desktops/Laptops General
Printer troubleshooting Smartphone support Good understanding of
TCP/IP SCCM reporting and remote tool Active Directory About UsAs
the foundational architects of satellite technology, we apply our
expertise to develop breakthrough solutions that advance and secure
boundless applications for our customers and partners. At Intelsat,
we increase human potential by connecting people, communities,
businesses, and governments. Our employees enjoy a casual and
collaborative environment, where we celebrate professional
excellence in pursuit of the corporate mission. We hire skilled
professionals who work in various areas such as: satellite
engineering, network operations, cloud architecture, accounting,
sales, legal, and more. Browse our current job openings or create a
professional profile to stay informed about opportunities that
match your interests and expertise.
Keywords: Intelsat, Chicago , Help Desk Analyst, Professions , Chicago, Illinois
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