Help Desk Analyst

Job description
If you are a customer focused technical support superstar who thrives in a fast paced, ever evolving organization then this is the job for you! As the Help Desk Analyst, you will join a team of “Go To” IT support gurus providing timely front-line technical support to all business users. Troubleshooting end user hardware, Windows, Active Directory and network issues as well rolling out desktop configurations will make up the bulk of your responsibilities. The ideal candidate is energetic, collaborative and forward- thinking.
This position is based out of Los Angeles, California.
What you’ll be doing:

Serve as the first point of contact for customers seeking technical assistance over the phone or via email
Perform remote troubleshooting through diagnostic techniques and pertinent questions
Determine the best solution based on the issue and details provided by customers
Walk the customer through the problem-solving process
Direct unresolved issues to the next level of support personnel
Provide accurate information on IT products or services
Record events and problems and their resolution in logs
Follow-up and update customer status and information
Pass on any feedback or suggestions by customers to the appropriate internal team
Identify and suggest possible improvements on procedures

You’ll need to have:

Proven experience as a help desk technician or analystor other customer support role
Post-Secondary Diploma in Computer Science or relevant field
Tech savvy with working knowledge of office automation products, databases and remote control
Good understanding of computer systems, mobile devices and other tech products
Ability to diagnose and resolve basic technical issues
Excellent communication skills
Customer service oriented

Cronos Group supports a diverse and inclusive work environment and we will provide reasonable accommodation for qualified individuals in the job application process.

Dental Insurance
Health Insurance
Paid Time Off
Vision Insurance

Additional Compensation:
Work Remotely:
Temporarily due to COVID-19

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