Tech Data - Americas

  • Analyst, Help Desk II

    Location US-OH-Groveport (Columbus)
    Req Number
    2018-21753
    Weekly Work Hours
    40
    Shift
    1st shift (e.g. 8am-5pm, 9am-6pm)
    Travel Required
    Less than 10%
    Relocation Assistance Available
    No
    Working Time
    Full-Time
  • Overview

    Tech Data connects the world with the power of technology. Our end-to-end portfolio of products, services and solutions, highly specialized skills, and expertise in next-generation technologies enable channel partners to bring to market the products and solutions the world needs to connect, grow and advance. Tech Data is ranked No. 83 on the Fortune 500® and has been named one of Fortune’s World’s Most Admired Companies for nine straight years. To find out more, follow us on TwitterLinkedIn, and Facebook.

     

    The Analyst, Help Desk II provides technical and/or business process support services, assistance, guidance and general problem resolution in response to ?how to? call from external customers involving specific areas of assignment. Such activities may include the following as well as other duties as assigned:

     

     

     

    Essential Duties & Responsibilities Required

    Principal Responsibilities:

    • Receives calls, evaluates situation and provides first level resolution, assistance and support.
    • Identifies issues, follows support processes and suggests updates as needed to provide service/problem resolution on first call.
    • Escalates issues/concerns not able to be resolved to next level as appropriate.
    • Issues call tickets for resolved problems and problem tickets for escalated issues.
    • Uses good listening skills and provides clear communications and thoroughly documents all of the data relevant to the problem in the ticketing system.
    • Updates, maintains and manages a variety of logs, files, records and other documents.
    • Identifies problem trends and training issues.
    • May assist with integrating software products, infrastructure, and data based on business needs, communications systems, and evolving technologies.

    Job Level Specifications:

    • Applies general knowledge of the organization, job content, practices and procedures.
    • Has acquired the knowledge and skills necessary to be proficient in all aspects of job.
    • Performs functions moderately complex in nature and recognizes the need to apply various methods to accomplish tasks.
    • Work is performed independently under minimal supervision except for new assignments.
    • Sets priorities for performing work and managing time to complete tasks.
    • Interacts with peers and direct management.
    • Some exchange of information with other internal departments or work groups is required to perform role.
    • Impact of decisions may affect the department.
    • Errors may result in moderate loss of time, resources and customer/user satisfaction.

    Qualifications, Required Knowledge Skills & Abilities and Working Conditions

    Work Experience:

    • Typically 2+ years

    Education and Certification(s):

    • High School Diploma or equivalent 

    Distinguishing Characteristics:

    • Must have computer (Microsoft Office 2007, 2010. & 2013), email, phone, communication and problem solving skills.
    • Exceptional customer service skills in a call center environment.
    • Ability to be flexible and switch to different technical support projects based on customer need and volume.
    • CompTIA A+, Network+, and MCSA are desired, but not required.
    • Working knowledge of Windows 10, 8.1, and 7 professional operating systems.
    • Knowledge of Audio/Video technology desired, but not required.
    • Position requires the ability to travel.
    • Overtime may be required based on business need.

    About Us

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