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Desktop Support Analyst

Company: vortalsoft business solutions
Location: Tulsa
Posted on: November 25, 2022

Job Description:

Major responsibilities include :
\* Achieve customer identification and verification of problem through asking probing questions and effective listening skills, while using provided processes and/or systems
\* Initiate problem solving: gathering information, evaluating options and offering solutions
\* Provide technical support to Enterprise End Users: Standard Windows Operating systems, Commercial Off the Shelf (COTS) software, Active Directory, Password Resets, Wired and Wireless Network support
\* Use Knowledge Base and other tools provided to attempt to resolve the customer situation on the first contact
\* If first contact resolution is not possible, technician will follow escalation path for problem resolution
\* Follow up with caller through multiple channels, when scheduled, or required for problem resolution
\* Document call, and providing a ticket number to reference in case of callback

\* General technical skills - Google Workspace, MS Office 365 Suite, Windows 10, Exchange, Active Directory, Networking, Wired and Wireless, Desktop and Laptop basic HW knowledge
\* Experience with MS office products (Word, Excel etc.)
\* Multi-Factor Authentication
\* Ability to identify Cybersecurity and phishing incidents
\* Single Sign-On (SSO)
\* Mobile Device Management
\* Printers and printer setup
\* Familiar with Customer Management Programs and or Ticketing Systems
\* Ability to document tickets in the customer's system
\* Must be able to determine incident criticality or escalate action to secure the appropriate resolution provider, using the tools provided
\* Excellent Soft Skills, including telephone etiquette, listening skills, providing empathy, professional correspondence, and a sense of urgency and enthusiasm
\* Strong verbal and written communication skills in order to communicate effectively with end-users, peers, management, and client personnel
\* Accuracy in spelling, grammar, pronunciation and enunciation is a necessity

Job Type: Full-time

Salary: $18.00 - $22.00 per hour

Schedule:
* 8 hour shift

Experience:
* Customer support: 1 year (Preferred)
* iOS: 1 year (Preferred)
* Windows: 1 year (Preferred)

Work Location: On the road%58047475%

Keywords: vortalsoft business solutions, Tulsa , Desktop Support Analyst, Professions , Tulsa, Oklahoma

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