Help Desk IT Analyst (Hybrid)

Our Contact Centers requires an entry-level IT System Administrator to support our database environment in the US and Canada. This is a hybrid position (3 days on-site, 2 days work from home) in that 75% of the candidate’s time will consist of helpdesk activities and 25% will be spent on system support.

Responsibilities

• IT Service Desk – provide first-level technical support through phone, email, remote application and in person.
• Troubleshooting Skills
  • Gather/Diagnose information
  • Describe the problem
  • Determine the most probable cause
  • Create a plan of action and test a solution
  • Implement the solution
  • Analyze the results
  • Document the process

• Escalate complex and/or high priority problems to the appropriate team members for resolutions.
• Perform account management and maintenance for various system and applications.
• Follow all standard operation procedures (SOP) through the effective use of documentation.
• Perform daily data entry and reporting tasks.
• Work collaboratively with people across the organization.
• Support PC’s, Laptops, Printers, Cell/Desk/Soft Phones.
• Support end users in their use of applications such as Microsoft Office, CRM Software.

Experience/Qualifications

• Experience in an IT Service Desk environment
• Relevant education in IT (Degree, Diploma, or Certification)
• Ability and willingness to work after-hours (occasionally)
• Ability to work independently and with a team
• Strong time management and organizational skills with attention to detail
• Communicate effectively in English both written and verbally
• Working knowledge of Windows operating systems, imaging PC’s, networks and network security concepts
• Working knowledge of the following:
  • Microsoft Office (O365) application suite
  • Network configuration and troubleshooting (VLANs, trunks, firewall rules, DHCP, VPN)
  • Basic Windows Server administration
  • Microsoft Active Directory (GPOs, application deployment)
  • Security principles including File Share security, AD Security groups and related best practices
• Demonstrated capability to achieve results under pressure in a fast-paced client-driven environment
• Strong desire to learn and further knowledge within IT
• Understanding of ITIL concepts an asset
• Participate in on-call rotation and after hours responsibilities among IT Staff
• Other duties, as assigned.

About Us
General Revenue Corporation is the recognized premier industry leader in collections with over a forty (40) year working history! We are guided by the philosophy of valuing our clients, customers and our employees by treating each person with dignity, respect and compassion during every interaction. As an employee of GRC, we make it a priority to provide our staff with the tools to successfully grow, develop, and succeed!

Learn more at www.generalrevenue.com.

We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law.

NOTE: Applicants must be currently authorized to work in the United States without the need for visa sponsorship now or in the future.