divh2Help Desk Analyst/h2pLocation - RI/KS/OK/DE/KS/PH/FL/AZ/ppDuration - 6+ Months/ppVisa - USC/GC/EAD/ppEssential Job Functions:/pp Provides basic help desk support for problems and service requests related to hardware, software, network/mainframe connectivity and application support within a 24x7x365 support team./pp Acts as representative of technical services to its customers./pp Initiates, escalates, or resolves problem tickets and/or service requests./pp Troubleshoots and resolves technical problems, escalates to support resources./pp Facilitates closure to problem ticket/service requests while meeting or exceeding defined service level expectations./pp Conducts timely 1st level problem determination for incidents using documented procedures, and accurately documenting the issues using the appropriate toll(s)./pp Ensures customer satisfaction by responding to Service Requests through approved channels to the Help Desk in a timely, accurate, and professional manner./pp Records problem symptoms and status information in a timely/accurate fashion using the appropriate tools in order to communicate with and properly utilize 2nd and 3rd level support resources./pp Acquires and maintains current knowledge of relevant product/service offerings and support policies to provide technically accurate solutions to customers./pp Must be able to provide clear, concise, information through written and verbal communications./p/div