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PTC Help Desk Analyst in Cedar Rapids, IA at Integrated Resources, Inc

Date Posted: 12/7/2018

Job Snapshot

Job Description

Role: Help Desk Analyst
Location: Cedar Rapids - Iowa
Duration: 5+ Months

Position Responsibilities:
  • Respond to requests for technical assistance in person, via phone, electronically
  • Follow standard help desk procedures
  • Log all help desk interactions
  • Administer help desk software
  • Research questions using available data, log and other sources of information
  • Diagnose and resolve technical hardware and software issues
  • Advise user on appropriate action
  • Dispatch issue resolution to appropriate resources
  • Identify and escalate situations requiring urgent attention
  • Track and route problems and requests and document resolutions
  • Prepare activity reports
  • Maintain daily performance of computer systems
  • Engage with engineering personnel and read available material to become familiar with Wabtec Railway Electronics systems and products.

Qualifications:
  • Bachelor's degree in Technical/Business related field, Engineering or Sciences preferred.
  • Non- degreed candidates with Military experience in these areas or advanced Military and industrial experience in Project Management will be considered
  • Minimum of two (2) years' experience in support services or related field required
  • Working knowledge of fundamental operations of large systems, including software and hardware desired
  • Knowledge on use of call and data tracking applications, proficient in use of MS Office applications
  • Knowledge and experience of customer service practices
  • Effective oral and written communication skills; ability to articulate clearly and concisely, tailored to audience
  • Ability to develop high level of credibility and strong positive relationships with customers and peer