Information Technology Help Desk Analyst

Job Summary

The Help Desk Analyst’s role is to ensure proper computer operation so that end users can accomplish business tasks. This includes receiving, prioritizing, documenting, and actively resolving end-user help requests. Problem resolution may involve the use of diagnostic and help request tracking tools, as well as require that the individual give in-person, hands-on help at the desktop level.

Strategy & Planning

∙ Evaluate documented resolutions and analyze trends for ways to prevent future problems.

Operational Management

∙ Field incoming help requests from end users via both telephone and e-mail in a courteous manner.

∙ Document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue.

∙ Build rapport and elicit problem details from help desk customers.

∙ Prioritize and schedule problems. Escalate problems (when required) to the appropriately experienced technician.

∙ Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions are taken, through to final resolution. ∙ Apply diagnostic utilities to aid in troubleshooting.

∙ Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution.

∙ Identify and learn appropriate software and hardware used and supported by the organization. ∙ Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications. ∙ Performing preventative maintenance, including checking and cleaning of workstations, printers, and peripherals.

∙ Test fixes to ensure the problem has been adequately resolved.

∙ Perform post-resolution follow-ups to help requests.

∙ Develop help sheets and frequently asked questions lists for end users.

Position Requirements

Knowledge & Experience

∙ Good understanding of the organization’s goals and objectives.

∙ Exceptional written and oral communication skills.

∙ Exceptional interpersonal skills, with a focus on rapport-building, listening and questioning skills. ∙ Strong documentation skills.

∙ Ability to conduct research into a wide range of computing issues as required. ∙ Ability to absorb and retain information quickly.

∙ Ability to present ideas in user-friendly language.

∙ Highly self-motivated and directed.

∙ Keen attention to detail.

∙ Proven analytical and problem-solving abilities.

∙ Ability to effectively prioritize and execute tasks in a high-pressure environment. ∙ Exceptional customer service orientation.

∙ Experience working in a team-oriented, collaborative environment.

Formal Education & Certification

∙ High School diploma with 1-year computer-related experience

Job Type: Full-time

Benefits:

• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift

Education:

• High school or equivalent (Preferred)

Experience:

• Help desk: 1 year (Preferred)
• Windows: 1 year (Preferred)