Service Desk / Help Desk / Service Technician

At CLA we create inspired careers .

We recognize that not everyone wants to grow their career in the same way. That’s why CLA exists to create opportunities . We promise to know you and help you.

CLA, one of the nation’s largest public accounting and professional services firm is currently seeking a Service Desk Analyst in any of the following offices: Minneapolis, MN; Madison, Milwaukee or Appleton, WI; Phoenix, AZ or West Hartford, CT.

As a Service Desk Analyst, you will:

• Evaluate and prioritize incoming telephone, voice mail, e-mail, and in-person requests from users experiencing problems with hardware, software, networking, VOIP phone systems, mobile devices, remote desktop configurations, and other computer-related issues
• Resolve basic hardware and software related problems and refer more complex problems to Senior Service Desk staff
• Log detailed activities, track calls/requests utilizing an incident management database, and maintain historical records related to problem documentation and resolution.
• An enthusiastic, positive, “can-do” attitude
• Ability to work independently or in a team setting
• Working knowledge of IT ticketing systems
• Previous customer service experience in a service desk environment is preferred
• Strong problem solving skills, detail-oriented mindset and the ability to multitask and demonstrate strong organization skills
  

Your experience likely includes:

• 1 + years of equivalent experience working with Pc’s. VIOP phone systems, network configurations, and mobile devices is required.
• Certifications including A+, MCP or MCSE are a plus
• Proficiency with supporting software applications including computer utility programs, desktop management, anti-virus and other desktop maintenance/troubleshooting software
• Strong interpersonal and organizational skills while working within a team environment
• Strong troubleshooting and problem solving skills
• Knowledge of help desk processes and help desk management / ticketing software is a plus

Key points about the role:

• The phone queue is the Service Desk’s primary responsibility , although we use email and self-service portal queues.
• The position averages about 70-90% of the time spent on the phone. It varies depending on shift and time of year

CLA exists to create opportunities for our people, our clients, and our communities. We are a proud equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity/expression, disability status, protected veteran status, national origin, or any other characteristic protected by law.

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