Support Analyst II - (IT Helpdesk)

Job DescriptionJob Description

Virtual Sprout, an Inc 5000 fastest growing company, is looking for you! We are currently expanding rapidly and need the best and brightest to join our team. Virtual Sprout is adding customers to our Cloud and Managed Services platform in existing and new geographies. This phenomenal growth allows us to provide unparalleled career opportunities in a work environment second to none.

Virtual Sprout currently operates IT infrastructure globally with multiple fully owned cloud environments across the United States, a Nationwide MPLS Network, a Next UCAS solution, and much more. The technology exposure here is unmatched!

We are looking for a motivated individual to join our IT Help Desk team as a Mid-Level IT Help Desk analyst. In this role, you will be responsible for providing technical assistance and support to customers and internal employees by responding to tickets, emails, and phone calls. You will also help to create customer and internal documentation, while offering support and assistance to less experienced peers.

You must have strong communication skills in order to effectively interact with customers over the phone and via email. You should also possess a good understanding of computer systems, networks, software troubleshooting/installation and hardware maintenance to provide top-notch service. Additionally, you must possess excellent problem-solving capabilities to quickly resolve any challenges that may arise.

Job Responsibilities

• Responding promptly to tickets, emails and phone calls from customers who require technical assistance
• Diagnosing technical problems related to networks, software installations, and hardware maintenance
• Identifying solutions for customer inquiries quickly and accurately
• Providing remote technical support on networks, hardware, software or other IT issues
• Remaining up-to-date on current policies and procedures regarding customer support standards and general industry trends
• Offering guidance and instruction for less experienced colleagues
• Creating customer documentation or internal guides as needed
• Maintaining accurate records of all interactions with customers
• Monitoring the customers and the company's own IT systems for security updates, performance issues or other potential concerns

Qualifications

• Bachelor's degree in Computer Science or related field is highly desired but not essential
• Proven ability to troubleshoot complex technical issues quickly and accurately
• Proficient with Windows operating systems as well as general networking devices such as routers/switches/firewalls etc.
• Knowledge of system administration tasks such as installing applications or updating drivers
• Excellent problem solving skills
• Skilled at accurately diagnosing technical problems
• Previous experience working at an IT help desk or providing similar services is required

Other Skills & Abilities

• Excellent attention to detail
• Diligent work ethic
• Ability to independently prioritize work and work as part of a team to meet critical customer needs and deadlines
• Unparalleled customer service and a drive to delight our customers
• Exceptional interpersonal skills, an ability to grow, and an attitude promoting teamwork and collaboration
• Superb verbal and written communication skills
• Ability to prioritize tasks according to urgency and importance
• Outstanding communication skills
• Ability to document every step of the problem solving process clearly
• An aptitude and desire for learning new technologies
• Professional attitude when interacting with customers even in challenging situations
• Ability work independently with little direct supervision

Working Conditions & Environment

This position will report to our office in Powell, OH and will travel to data center and customer locations time-to-time as needs arise.

Benefits

As a valued Virtual Sprout employee, you will receive a competitive pay rate, full benefits, work in a relaxed environment and the opportunity to learn and grow.

• Health Care, Dental and Vision Insurance
• 401K Retirement Plan
• Pre-tax Health Care Savings Plan
• Company Provided Life Insurance
• Four Weeks Paid Time Off Annually
• Structured Technical Development including paid time to train and paid testing

We are an equal opportunity employer and value at our company. We do not discriminate on the basis of , , , , , , , marital status, veteran status, or status.

Company DescriptionVirtual Sprout, an Inc 5000 company, is leading the Cyber Security Industry as one of the fastest growing IT Services firms in the USA. As a nationwide leader, we offer our team the utmost in career advancement and opportunities for growth.Company DescriptionVirtual Sprout, an Inc 5000 company, is leading the Cyber Security Industry as one of the fastest growing IT Services firms in the USA. As a nationwide leader, we offer our team the utmost in career advancement and opportunities for growth.