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Help Desk Analyst

Company: Intelsat
Location: Chicago
Posted on: August 7, 2022

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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