Help Desk Analyst

Work Location: 100% Onsite (Must live within an hour radius of Augusta, ME). Routine Travel to state of Maine offices in the Augusta area. When utilizing personal vehicle Mileage will be reimbursed. When utilizing a State of Maine vehicle mileage will not be reimbursed.

Job Description:

Our client is seeking a person with technical experience in Cisco switches/routers, who will operate the Network Service’s Tier 2 trouble resolution and to manage inventory operations. This person will be analytical, highly organized and have a strong attention to detail. Provide support to customers most commonly through inbound phone inquiries and automated network monitoring alerts. Provide quality and efficient customer support via phone or remote assistance to assist in ensuring one-call issue resolution. Maintain productivity and quality standards, act as liaison between the customer and other departments and systems. Conduct basic troubleshooting of network transport related issues, assisting with triaging of network related troubles in order to assign to appropriate escalation paths. Conduct MACD within office records and monitoring software. Provide support to the field technicians, developing and coordinating user training programs and documenting all processes and procedures. They will have knowledge of inventory management principles and familiarity with inventory systems (preferably Fishbowl). Inventory stock levels will need to be maintained based on the needs of our field tech/engineers. The Inventory Management Specialist will ensure efficient and accurate inventory operations, keeping a close eye on the flow of stock in and out of the inventory rooms or storage locations.

Responsibilities Include:

• Read and comprehend technical service manuals and publications.
• Makes appropriate use of reference publications and diagnostic aids in resolving technical problems.
• Take active role in suggesting peripheral equipment.
• Detect and correct equipment errors.
• Prioritize and schedule own workload.
• Provide accurate and complete answers to general use and administrative environment questions in a timely manner.
• Communicate accurate and useful status updates.
• Manage and report time spent on all work activities.
• Respond to requests for technical assistance in person, via phone, electronically.
• Diagnose and resolve technical hardware and software issues.
• Research questions using available information resources.
• Advise user on appropriate action.
• Follow standard help desk procedures.
• Log all help desk interactions in work ticket tracking system.
• Administer help desk software.
• Redirect problems to appropriate resource.
• Identify and escalate situations requiring urgent attention.
• Track and route problems and requests and document resolutions.
• Stay current with system information, changes and updates.
• Follow quality standards.
• Participate in team projects that enhance the quality or efficiency of service
• Application of technical skill to a variety of equipment types.
• Anticipate and resolve issues specific to the team.
• Build knowledge base by managing the formulation of new documentation that describes technical fixes.
• Assist in the resolution of user and support issues to ensure timely distribution of knowledge and positive impact on user satisfaction.
• Take a leadership role in tracking and managing technical issues under help desk scope.
• Determine time estimates and schedule for own work and resolve issues in a timely manner.
• Identify and track issues, risks and action items.
• Oversee and manage inventory based on Network Service’s needs.
• Perform regular inventory audits to ensure accuracy and integrity of the inventory by managing daily physical cycle counts and reconcile variances/discrepancies.
• Maintain clear and accurate inventory reports for internal and external stakeholders.
• Forecast inventory needs to manage procurement and storage space effectively.
• Retrieve inventory at loading dock and match against shipping document(s).
• Manage and coordinate logistics for timely and accurate delivery of stock.
• Retrieve equipment for network technicians and engineers for work related sites.
• Train and guide staff on effective inventory practices and procedures in inventory systems.
• Use inventory management software and systems and other sources to track and monitor inventory.
• With management guidance, develop and implement inventory control procedures and best practices.
• Track and report key functional metrics related to inventory management.
• Perform critical inventory tasks to ensure the correct number of items are always in stock for maximum and minimum levels.
• Maintain updated and accurate records of inventory, including equipment leaving and coming into stock.
• Communicate with the management team regarding stock and order needs.
• Plan and implement inventory control techniques to avoid shortages and excesses.
• Manage and update inventory management system(s) and databases or spreadsheets.
• Track vendor quotes, orders and packing slips to ensure accuracy and approval for payment

Qualifications:

• Minimum of 2 years experience providing technical support
• Technical experience with Cisco switches/routers
• Experience documenting processes and procedures
• Extensive inventory management experience
• Able to multitask and/or change tasks frequently.
• Ability to work in a team environment.
• Strong communication skills; both written and spoken.
• Knowledge of system relationships and telecommunications.
• Proven experience as an inventory management specialist or similar position.
• Excellent understanding of inventory management procedures.
• Experience in data entry and analysis.
• Strong understanding of forecasting and inventory management software.
• Physical stamina and manual dexterity to lift and carry heavy items.
• Excellent organizational and planning skills.
• Detail-oriented with strong analytical skills showcasing superb accuracy.
• Proficient in math.
• Knowledge of Microsoft suite of applications including Word, Excel, PowerPoint, Outlook, etc. at a moderate level.
• Strong organization, data management and data entry skills.