at GDH Consulting in Rogers, Arkansas, United States
Job Description
We are seeking a technically skilled Helpdesk Analyst to provide first-level IT support for a dynamic and fast-paced organization. This is an excellent opportunity for professionals looking to further their careers in information technology, working directly with end-users to resolve technical issues and ensure optimal performance of business systems and applications. The role offers a flexible work environment, with a hybrid schedule that includes both in-office and remote work. The position is open for immediate start and is ideal for candidates who are driven to deliver exceptional customer service and technical assistance.Responsibilities
- Serve as the primary point of contact for technical support, responding promptly to requests received through the IT helpdesk via telephone, email, or in person.
- Troubleshoot and resolve first-level issues related to business systems, applications, and user hardware, utilizing established procedures and guidelines to ensure efficient resolution.
- Monitor, track, and manage helpdesk tickets using helpdesk tracking software, ensuring accurate documentation, prioritization, and timely closure of all requests.
- Escalate complex technical issues to appropriate IT staff or departments, following established escalation protocols to guarantee swift and effective problem resolution.
- Provide clear and concise communication with end-users, diagnosing problems, and directing users to technical resources or aids as needed.
- Continuously update and maintain user data and activity reports, ensuring all interactions and solutions are properly recorded for future reference and audit purposes.
- Participate in process improvement initiatives, recommending modifications to existing procedures and contributing to the development of best practices within the helpdesk team.
- Engage in ongoing training and professional development to expand technical and functional knowledge of systems, applications, and helpdesk operations.
- Demonstrated experience in a helpdesk or technical support environment, providing first-level IT assistance to end-users.
- Strong troubleshooting skills with the ability to diagnose and resolve technical issues related to software, hardware, and business applications.
- Proficiency in using helpdesk ticketing and tracking systems for managing, prioritizing, and documenting technical support requests.
- Excellent verbal and written communication skills, with the ability to explain technical concepts clearly to non-technical users.
- Proven ability to work independently and as part of a collaborative team, maintaining a high level of professionalism and customer service at all times.
- Familiarity with standard operating systems, productivity software, and common IT troubleshooting tools and resources.
- Strong organizational and time management skills, with attention to detail and the ability to manage multiple priorities simultaneously.
- Commitment to ongoing learning and development in technical areas relevant to the role.
- Availability to work a flexible schedule as required to meet business needs.
- Must be legally authorized to work in the United States without the need for current or future employer sponsorship.
This position offers a hybrid schedule, with time split between the office and remote work.
About GDH:
At GDH, we believe in the power of people and the importance of caring. Our culture statement, "We care about people," isn't just a tagline - it's the core of everything we do. GDH is a premier staffing and talent solutions company dedicated to helping businesses find the best talent and assisting job seekers in finding their dream jobs.
Who We Are:
GDH, founded in 2001, has grown into a leader in providing staffing solutions across various industries. We specialize in IT across several sectors, connecting top talent with leading enterprises. As a Best of Staffing firm recognized for excellence in client, employee, talent, and women's services, we pride ourselves on our commitment to quality and service.
GDH Benefits
GDH offers a range of employee benefits that are designed to promote well-being and help maintain a healthy work-life balance. These comprehensive benefits cover various aspects of an employee's life and aim to enhance their overall experience with the company. Our health benefits include three medical insurance options with access to KISx Card, Zero Card, and HealthJoy concierge services. Other plan offerings include dental, vision, life, disability, supplemental insurance, and pet insurance plans. Enjoy additional perks like holiday pay, 401(k) plan, direct deposit, an employee referral program, work-life balance benefits, a Wellbeats membership, a discounted gym membership program, and more! For more detailed information on benefits, please go to GDH's website under the tab for candidates.
GDH provides equal employment opportunities (EEO) to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, gender, sex (including pregnancy), sexual orientation, gender identity, national origin, age, disability, genetic information, marital status, ancestry, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable federal, state, and local laws. Applicants with disabilities who require an accommodation or assistance in applying and/or for interviewing, please contact our HR Department.
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