Charitable Advisors LLC
  • 10-Jan-2018 to 11-Feb-2018
  • - Oaks Academy
  • Indianapolis, IN, USA
  • Full Time

The full-time Help Desk Analyst provides support for basic I.T. incident resolution and requests reported to the help desk. Responsibilities include initial assessment, triage, research, and resolution of basic incidents and requests regarding the use of application software products and/or infrastructure components. The I.T. Help Desk Analyst is responsible for collecting information through a customer conversation, accessing support tools, and additional staff if needed. Problems beyond the scope of their ability or responsibility are resolved by engaging other staff in a timely manner. 
 
ORGANIZATIONAL SUMMARY
Founded in 1998, The Oaks Academy is a Christ-centered school that exists to provide a rich, classical education to children of diverse racial and socioeconomic backgrounds, preparing them to succeed in a rigorous secondary educational program and to demonstrate spiritual, social and emotional maturity.
 
DUTIES INCLUDE BUT ARE NOT LIMITED TO:
•  Addresses and resolves basic I.T. related incidents and requests; logs all incidents and requests; engages in appropriate research, or alerts other staff members to resolve incidents that are beyond the scope of their ability or responsibility.
•  Uses the appropriate priority queues for logging incidents and requests.
•  Creates a positive customer support experience and builds strong relationships through deep problem understanding, ensuring timely resolution or escalation, communicating promptly on progress, and handling customers with a consummately professional attitude.
•  Ensures the end-to-end customer experience and provides a single point-ofcontact for the customer.
•  Analyzes and resolves incidents and requests regarding use of application software or hardware. Logs and tracks incidents and requests from identification through resolution.
•  Follows up with other support staff involved in resolution to ensure incidents are resolved, requests are filled, and the customer communication is complete. Documents resolutions and updates self-help and staff knowledge bases.
•  Grows general knowledge of user and facility-specific products, increasing ability to resolve requests on first contact.
•  Adheres to and supports TOA standards, policies, and procedures.
•  Maintains and protects confidentiality with regard to all aspects of employee information.
•  Performs other duties as assigned.
 
QUALIFICATIONS
•  Demonstrates ability and desire to learn applications, technology, and terminology.
•  Demonstrated ability to learn customer support processes and techniques.
•  Strong analytical skills.
•  Ability to solve problems.
•  Competency in MS Office Suite
•  Education - Bachelor's degree in Information Technology or equivalent preferred. Comptia A+, Comptia Network+, Microsoft Certified Professional
•  One or two years of work experience
•  Prior experience supporting customers in use of application software.
•  Proficiency in using support software tools.
•  Customer service orientation and/or prior customer service training.
•  Strong understanding of Windows OS 7 through 10
•  Valid Driver's License required
 
Click the APPLY button to submit resume with a cover letter stating your interest in working at The Oaks Academy. The Oaks Academy will contact candidates directly to schedule interviews.




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Charitable Advisors LLC

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