IT Helpdesk Analyst (Printer Support)

Company Name:
Brooksource is searching for an IT Helpdesk Analyst (Printer Support) for a contract to hire opportunity with one of our Global Fortune 500 clients in the Tucker, GA area. The contract will be approximately 3 - 6 months with a high likelihood of going longer.
As an associate-level analyst, you will working on a well-established helpdesk team (30+ analysts) supporting our client's printing and copier products. You will be answering calls from our client's customers instructing them how to utilize their products and answering tier one questions. Training on our client's products is given, but previous support experience with printers/copiers or printing software is preferred.
Daily responsibilities include:
You will respond to incoming support calls via telephone, voicemail, email and evaluate the caller's issue and giving assistance utilizing the appropriate support information and documentation. You will escalate the call, if needed, and follow up as needed to ensure fastest possible resolution.
You will be responsible for documenting entries for incoming issues and all activities that pertain to any existing issues within the call database software. Entries must be accurate, detailed, and include all required fields.
You will have access to review new technical information pertaining to supported products - analysts must study the products and become a subject matter expert on products assigned.
You will have the ability to utilize the lab equipment and other resources to effectively troubleshoot issues.
Requirements for the role:
A technical degree related to Computer Science or Engineering (Mechanical or Electrical).
2 - 4+ years of technical work experience is preferable. Ideally candidates would have previous helpdesk or desktop support experience working directly with end-users.
Any experience with printer/copier hardware or software support is preferred, but not required.
Candidates must be able to talk on the phone and be able to type at the same time at a proficient level.
Must have strong customer service skills and be able to work with customers in high pressure situations.
Ability to fluently speak multiple languages is a plus, but not needed.
Point of Contact:
Jaclyn Ouyang (Lead IT Recruiter)

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