Helpdesk Technician
Hansen Talent Group is seeking an experienced Helpdesk Analyst to support an enterprise IT team in Columbia, SC. The ideal candidate is able to work 100% onsite as needed and has hands-on experience working with Citrix workspaces.
The Helpdesk Analyst will be responsible for providing top-level customer service by providing IT support to internal end-users and providing in-depth documentation to support process building.
Duties:
- Respond to incoming calls and ServiceNow tickets from end-users regarding technical issues, ensuring timely response to all requests.
- Analyze, diagnose, and troubleshoot tier I technical issues. Use Citrix to remote into systems as needed.
- Escalate to Tier II or appropriate technical team when required.
- Support business operations by providing support to end-user accounts, resetting passwords and unlocking accounts in Active Directory.
- Create detailed documentation for each end-user interaction and steps taken towards resolution.
- Provide continuous communication and end-user training.
Qualifications:
- Associate's Degree or Bachelor's Degree in Computer Science
- Able and willing to undergo in-depth background checks and government security clearances
- Hands-on experience working with Citrix, CISCO, Active Directory
- Customer Service
Hansen Talent Group is seeking an experienced Helpdesk Analyst to support an enterprise IT team in Columbia, SC. The ideal candidate is able to work 100% onsite as needed and has hands-on experience working with Citrix workspaces.
The Helpdesk Analyst will be responsible for providing top-level customer service by providing IT support to internal end-users and providing in-depth documentation to support process building.
Duties:
- Respond to incoming calls and ServiceNow tickets from end-users regarding technical issues, ensuring timely response to all requests.
- Analyze, diagnose, and troubleshoot tier I technical issues. Use Citrix to remote into systems as needed.
- Escalate to Tier II or appropriate technical team when required.
- Support business operations by providing support to end-user accounts, resetting passwords and unlocking accounts in Active Directory.
- Create detailed documentation for each end-user interaction and steps taken towards resolution.
- Provide continuous communication and end-user training.
Qualifications:
- Associate's Degree or Bachelor's Degree in Computer Science
- Able and willing to undergo in-depth background checks and government security clearances
- Hands-on experience working with Citrix, CISCO, Active Directory
- Customer Service