Position: Remote Part-Time Technical HelpDesk Analyst - Level I/II (Sat & Sun 12/Noon - 9pm) • Provide Remote Technical Phone End User Support • Conduct end user technical resolution on items such as password reset, PC hardware and software issues; perform software installations and upgrades. • Provide Level I & II support duties for applications, network, server and security functions locally. • Population and maintenance of solutions center owned knowledge base documents. • Documentation of all issues and resolutions in an ITSM ticketing tool. • Proactive recognition, documentation and resolution of end user and IS support issues. Primary Work Environment This position will be a local an onsite • Local site support analysts can expect to spend the majority of their time researching and resolving technical problems/issues to work as primary level 1/2 staff when local end users come with issues directly. • Responsibility for creating, updating and reviewing Solutions Center-owned knowledgebase documents related to the local site is expected. • This position will require frequent interaction with other members of the Solutions Center staff, other IS groups, and management. Qualifications Recommended The ideal candidate will have the candidate will have the following skill set: • Have excellent communication skills • Practice empathic listening skills • Have the ability to provide consistent, positive customer service • Identify customer needs, manage expectations, and define appropriate next steps • Proactively solve customer problems Have extensive knowledge of, but not limited to the following: • Microsoft Windows 10 or other legacy operating systems • Microsoft Office 365 (Outlook, Word, Excel, Access, PowerPoint) • Microsoft Internet Explorer, Google Chrome, Safari • Microsoft Skype • Foxit Reader and Adobe Products • Citrix • Apple iPhones/iPads and iOS and Android devices • Forefront Endpoint Protection • Windows Registry • Cisco VPN Client The candidate will have working knowledge of, but not limited to, the following: • Windows Internals • Networking Fundamental • Information Security Fundamentals • Server Fundamentals • HP Service Manager • Microsoft Systems Center Configuration Manager (SCCM) • SAP • Have the ability to make a positive contribution in a team environment • Offers and accepts reinforcing and correcting feedback • Develops successful inter- and intra-team relationships, including the ability to share, teach, learn, and manage conflict • Prioritize and manage multiple tasks • Use analytical problem solving skills • Have the ability to use all available resources to resolve or anticipate problems and be able to use that information to create or update processes, procedures, and resolutions in knowledge base • Have the ability to work independently. • Require minimal supervision • Attendance and punctuality is a must • Communicate on a timely and appropriate basis • Have the ability to adapt to a changing environment