Help Desk Support Analyst in Memphis, TN at ARS

Date Posted: 7/10/2018

Job Snapshot

Job Description

Company: American Residential Services

Job Summary:

The Help Desk Support Analyst responds to inquiries and requests for assistance with ARS computer systems or PC's. Identifies problems, troubleshoots and provides advice to resolve user problems. Coordinates with other IT areas to resolve problems if necessary. Participates in after-hours on call rotation.  Occasional travel (10% per year) may be required.

Required Knowledge, Skills and Abilities:

  • Provides level one technical support to corporate and field users. Creates records of service requests and solves basic end user problems over the phone or via email to maintain maximum system uptime.
  • Answers, evaluates, and prioritizes incoming telephone, email, voicemail, and in-person inquiries for assistance.
  • Leads users through diagnostic procedures to determine and resolve problems, and escalate when necessary.
  • Tracks service calls from initiation through completion, ensuring that the call has been completed and the user is satisfied. Records problem resolution to build tracking system knowledge base.
  • Provides monitoring of nightly system maintenance routines.
  • Supports the following:
    • PC Problems
    • Network printers and copiers
    • MS Office suite of applications
    • Company front-office computer systems
    • Company network and email
    • Telephony systems
    • JD Edwards One World

Job Requirements

Formal Education or Equivalent:

A college degree is preferred with 3-5 years experience working on a corporate help desk supporting multiple remote locations and users, including using call tracking systems and remote management tools. Microsoft certifications or professional help desk certifications are a plus.  Strong computer skills and knowledge of Microsoft Office products and computer operating systems required.  Knowledge of various computer software applications is preferred.  Must have strong written and verbal communication skills. 

ARS-Rescue Rooter is an Equal Opportunity Employer AA/EOE/M/F/V/D. In compliance with the Americans with Disabilities Act, ARS-Rescue Rooter may provide reasonable accommodations to qualified individuals with disabilities and encourages both prospective and current employees to discuss potential accommodations with the employer.