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Help Desk Analyst 

EOE StatementWe are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, disability status, protected veteran status or any other characteristic protected by law.

Job Summary:

The Help Desk Analyst Level II is responsible for front line end user support by answering calls, resolving basic technical issues and providing exceptional customer service. Responsibilities of this position include attaining and maintaining proficiency in appropriate knowledge and skills, as well as mentoring and encouraging new employees.  Since the satisfaction of our client is very important, customer service is the main objective of this position.  *****The hours for this position are 10am-7pm*****

Essential Duties:

  • Provide customer phone support, resolve technical issues, log and escalate calls as appropriate
  • Answers incoming calls in a professional, friendly and timely manner
  • Builds a strong relationship with end users by projecting a positive attitude and providing helpful support
  • Will have a necessary understanding of our services
  • Troubleshoot and problem solve efficiently by using active listening skills and asking pertinent, specific questions
  • Will work to handle any user problems before finding it necessary to escalate the issue to a higher level
  • Close tickets in a timely manner and follow up with all end users to ensure customer satisfaction
  • Will follow all company/client procedures as well as HR policies
  • Other duties as assigned


Position Requirements

Required Qualifications:

  • Associate or Technical School degree preferred or equivalent combination of education and professional work experience
  • 2+ years of phone support in a customer support environment
  • 1-2 years working in a performance support/call center environment
  • Proficient use of Microsoft applications, most shrink wrapped software, wireless connectivity, proprietary applications
  • Proficient troubleshooting skills
  • Solid knowledge of Windows 7, XP, Office 2007 and 2010
  • Experience with cell phones (Iphone, Android, Blackberry)
  • A+ Certification is a plus

*****The hours for this position are 10am-7pm*****

Location Columbus, OH  
Full-Time/Part-Time Full-Time  
Shift First  
Category Information Technology  
About the Organization Providing IT solutions nationally since 1987, PCM, Inc. is an industry recognized, publicly traded, value-added direct marketer of technology products, services and solutions to businesses, government, education, and individual consumers. Fully accredited and authorized by major manufacturers including HP, Apple, Cisco, Microsoft, Dell, and 1500 others, PCM offers product and service solutions through field sales, call center, and eCommerce venues. With annual sales of $1.5B+, 3000 employees and over 400,000 products available, PCM delights in serving small, medium and enterprise level businesses.

PCM has a national presence with branch and satellite offices from California to New Jersey.

In addition to selling products, PCM has the capabilities and resources to consult, configure, install, implement and support what we sell. Service offerings include:

• Networking and infrastructure solutions
• Enterprise systems and storage solutions including data migration, replication, disk/tape storage management, SAN, NAS and virtualization
• Integration and configuration solutions
• Monitoring and operations solutions
• Advanced printing solutions
• 24/7 Help Desk
• System refresh and installation solutions
• Staff Augmentation resources
• Recycling & disposal solutions

PCM has received certifications and authorizations from all major manufacturers. From A+ to CCIEs, business analysts to architects, we have the expert staff to advise clients in making best-fit technology decisions.

PCM is an Equal Opportunity / Affirmative Action Employer ' Minority / Female / Disability / Veteran  
Tags A+ Certification; Win7, XP, Office 2007, 2010  
Req Number INF-13-00039  
Internal Approved REQ#  

This position is currently not accepting applications.

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