Tier 1 Help Desk Analyst - Rocket Center, WV

You’ll work with visionaries across multiple industries to improve the hybrid cloud and AI journey for the most innovative and valuable companies in the world. Your ability to accelerate impact and make meaningful change for your clients is enabled by our strategic partner ecosystem and our robust technology platforms across the IBM portfolio; including Software and Red Hat.

Curiosity and a constant quest for knowledge serve as the foundation to success in IBM Consulting. In your role you’ll be encouraged to challenge the norm investigate ideas outside of your role and come up with creative solutions resulting in ground breaking impact for a wide network of clients. Our culture of evolution and empathy centers on long-term career growth and development opportunities in an environment that embraces your unique skills and experience.

A Technical Support Representatives at IBM is a front-line position supporting our products and making sure they are at their best for our customers. With over 100 years in technology IBM has built a strong reputation of quality service and this role ensures we continue to deliver on that promise. If you enjoy helping people with technical issues you’ll love your career at IBM.

Your Role and Responsibilities
The Tier 1 Help Desk Analyst will work in a fast-paced Call Center environment providing frontline support to customers. Responsibilities include:

• Intercepting documenting and troubleshooting customer incidents through phone and ticketing systems.
• Resolving issues or escalating them to appropriate teams when necessary.
• Communicating effectively with customers to ensure timely updates and resolutions.

This position requires working onsite at our Rocket Center facility for at least three days per week with flexibility for remote work on other days.

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Required Technical and Professional Expertise

• Strong technical skills with the ability to troubleshoot and resolve issues efficiently.
• Above-average communication and customer service skills with a focus on user satisfaction.
• Experience working in a metrics-driven environment meeting performance targets.
• Must be available to work onsite in Rocket Center WV 3 days per week.

Clearance Requirements:
This position requires the ability to obtain and maintain a Public Trust Clearance. Applicants must be U.S. citizens and eligible to work in the United States.

Preferred Technical and Professional Expertise

• Proficient in PC usage and familiar with common end-user issues.
• Experience in providing customer service with a focus on problem resolution.