Help Desk Analyst

Our Contact Centers requires an entry-level IT System Administrator to support our database environment in the US and Canada. This is a hybrid position (3 days on-site, 2 days work from home) in that 75% of the candidate's time will consist of helpdesk activities and 25% will be spent on system support. Responsibilities IT Service Desk - provide first-level technical support through phone, email, remote application and in person. Troubleshooting Skills Gather/Diagnose information Describe the problem Determine the most probable cause Create a plan of action and test a solution Implement the solution Analyze the results Document the process Escalate complex and/or high priority problems to the appropriate team members for resolutions. Perform account management and maintenance for various system and applications. Follow all standard operation procedures (SOP) through the effective use of documentation. Perform daily data entry and reporting tasks. Work collaboratively with people across the organization. Support PC's, Laptops, Printers, Cell/Desk/Soft Phones. Support end users in their use of applications such as Microsoft Office, CRM Software. Experience/Qualifications Experience in an IT Service Desk environment Relevant education in IT (Degree, Diploma, or Certification) Ability and willingness to work after-hours (occasionally) Ability to work independently and with a team Strong time management and organizational skills with attention to detail Communicate effectively in English both written and verbally Working knowledge of Windows operating systems, imaging PC's, networks and network security concepts Working knowledge of the following: Microsoft Office (O365) application suite Network configuration and troubleshooting (VLANs, trunks, firewall rules, DHCP, VPN) Basic Windows Server administration Microsoft Active Directory (GPOs, application deployment) Security principles including File Share security, AD Security groups and related best practices Demonstrated capability to achieve results under pressure in a fast-paced client-driven environment Strong desire to learn and further knowledge within IT Understanding of ITIL concepts an asset Participate in on-call rotation and after hours responsibilities among IT Staff Other duties, as assigned.

ABOUT US

General Revenue Corporation is a member of the SinglePoint Group of Companies. SinglePoint has been providing specialized call center services to North American businesses since 1947. SinglePoint helps clients manage their entire customer journey from new customer acquisition, to customer service/tech support, retention and pre and post charge off collections from five sites in North America and two nearshore sites. With over 800 employees, we serve the needs of our clients across multiple industries including financial services, utilities, telecommunications, health care, education, and the public sector. Learn more at www.singlepointgi.com and www.generalrevenue.com

Job Types:

Full-time, Permanent Pay:

$16.00 - $18.00 per hour

Benefits:

401(k) Dental insurance Employee assistance program Flexible schedule Flexible spending account Health insurance Health savings account Life insurance Paid time off Referral program Retirement plan Vision insurance Application Question(s): Will you now or in the future require sponsorship for employment visa status? How many years of Help Desk experience do you have? Ability to

Commute:

Mason, OH 45040 (Required)

Work Location:

Hybrid remote in Mason, OH 45040