Analyst, Helpdesk (University Recruiting)
Company: TriNet Group
Posted on: March 19, 2019
TriNet is a leading provider of comprehensive human resources solutions for small to midsize businesses (SMBs). We enhance business productivity by enabling our clients to outsource their HR function to one strategic partner and allowing them to focus on operating and growing their core businesses. Our full-service HR solutions include features such as payroll processing, human capital consulting, employment law compliance and employee benefits, including health insurance, retirement plans and workers' compensation insurance.
TriNet has a nationwide presence and an experienced executive team. Our stock is publicly traded on the NYSE under the ticker symbol TNET. If you're passionate about innovation and making an impact on the large SMB market, come join us as we power our clients' business success with extraordinary HR.
JOB SUMMARY: Support analysts provide first-level technical support to TriNet colleagues and clients via phone, e-mail, chat, in-person, and via remote assistance applications. Support analysts process incoming support incidents via a ticketing system and process according to knowledge base articles, documented processes, and technical knowledge. In order to provide first-level technical support, support analysts are expected to be well-versed in a variety of hardware and software platforms and must be capable of troubleshooting issues and determining the appropriate resolution. Whenever possible, the support analyst will resolve issues as the first contact. However, in some cases, the support analyst will be required to escalate to the appropriate secondary individuals and teams.
ESSENTIAL JOB DUTIES/RESPONSIBILITIES:
--- Effectively, professionally, and respectfully represents other Information Technology staff members, teams, and their services to business users and in-turn our clients.
--- Provides support for all Information Technology products and services as well as all TriNet applications. Support may include answering questions, troubleshooting problems, teaching or instructing customers regarding software or hardware functionality, and communicating policy.
--- Determines the most effective manner to resolve customer's technical issue. Engages in research and in-depth troubleshooting to resolve technical issues. Consults with senior and management staff as well as other teams when necessary.
--- Records required information in the appropriate ticketing systems. Updates records with in-depth information about work performed and documents resolution information accurately upon closure.
--- Performs follow-up with end-users to ensure solutions provided meet their needs.
--- Escalate to second-level support individuals/teams when required.
--- Adhere to published SLAs for response and resolution times.
--- Follow documented escalation process when a business escalation is received to ensure timely resolution to issues.
--- Grant and remove access to new-hires, internal promotions/changes, and terminations.
--- Develop and document solutions to known issues in the team knowledgebase.
--- Develop training for team members and other internal colleagues.
--- Actively participate in team and company projects as assigned. JOB REQUIREMENTS AND QUALIFICATIONS: Education: --- Graduating with an undergraduate or graduate degree in December 2018 or May/June 2019, with preferred majors in Computer Science, Engineering, Information Technology, Math or other related field --- Minimum 3.0 GPA in core major classes Experience: --- Previous relevant internship/work experience required
--- Academic leadership or extra-curricular activity involvement preferred --- 1 - 2 years of applicable experience in a technical support role with some experience working in a call-center environment or a desktop support role preferred Other Knowledge, Skills, & Abilities --- Must be able to learn and support new and quickly-changing technologies.
--- Ability to research solutions or information regarding technical issues and make decisions quickly and without always having documented answers to questions.
--- Demonstrated ability to analyze complex problems and resolve them using both documented and non-documented solutions. --- Able to multitask, prioritize, and work well under pressure and in high-stress situations.
--- Familiarity with a wide range of hardware and software products.
--- Outgoing in nature with a high energy level.
--- Detail oriented, ability to remain organized, on-task, and manage time efficiently.
--- Must have a good command of the English language in order to provide effective support both in-person and remotely. --- Ability to communicate with employees at all levels of the organization; Excellent interpersonal skills.
--- Strong collaboration skills. Works well in a team environment where team members may be distributed (not collocated)
--- Work with minimal supervision to adhere to documented department and company goals/SLAs.
Technical Knowledge, Skills, & Abilities:
Beginner to intermediate knowledge of some of the following (not all required):
--- PC and Apple laptop/desktops
--- Microsoft Windows operating systems
--- Apple operating systems
--- Microsoft Office products
--- Adobe products
--- Android, Windows, and iOS mobile devices
--- Modern web browsers including Internet Explorer, Chrome, Safari, and Firefox
--- Wired and wireless networking including networking protocols
--- Enterprise print hardware and software
--- PeopleSoft HRMS
--- PeopleSoft CRM
--- PeopleSoft Financials
--- Oracle SQL
--- Common web languages including HTML. PHP, and CSS
Licenses and Certificates: Differs per role (may include the following): --- CompTIA A+, Microsoft Certified Solutions Expert, ITIL, ServiceNow, Cisco CCNA). Work Environment & Other Information
--- Minimal Travel Required. Travel limited to training, occasional team meetings, and projects.
--- Ability to type quickly (50+ WPM) and for long periods of time.
--- On call after hours and weekend support is required, as needed. On-call shifts are one week at a time rotating amongst the team. Typically once every 12-14 weeks.
--- Collaborative and inclusive work environment with opportunities for personal growth.
--- Professional, pleasant, and comfortable office setting.
Please Note: TriNet reserves the right to change or modify job duties and assignments at any time. The above job description is not all encompassing. Position functions and qualifications may vary depending on business necessity. TriNet is an Equal Opportunity Employer and does not discriminate against applicants based on race, religion, color, disability, medical condition, legally protected genetic information, national origin, gender, sexual orientation, marital status, gender identity or expression, sex (including pregnancy, childbirth or related medical conditions), age, veteran status or other legally protected characteristics. Any applicant with a mental or physical disability who requires an accommodation during the application process should contact a company manager, a company officer or a TriNet HR representative to request such an accommodation.
Keywords: TriNet Group, Reno , Analyst, Helpdesk (University Recruiting), Human Resources , Reno, Nevada
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