Help Desk Analyst

The Help Desk Analyst I responds to inquiries and requests for assistance with the organization's computer systems or PC's. Identifies, analyzes, troubleshoots and resolves problems with the aim of eliminating recurrences and reducing calls to the help desk. Coordinates with other Information Technology areas to resolve problems if necessary.

Responsibilities & Duties:

Customer Service

• Serves as the first level and primary contact for the customer contact with IT.
• Must learn to think of the customer as the most important part of the job.
• Involves dealing with and/or responding positively to complaints, problems, and sometimes negative and emotional behavior.
• Promotes a professional help desk image and sells the value of the help desk.
• Develops an understanding help desk priorities and objectives and then takes an active role toward accomplishing the stated objectives.
• Provides support on the IT HelpLine including periodic on - call hours.

Communication

• Keeps peers, customers, and manager informed of trends, significant problems, unexpected delays and anything new in the environment. Also communicates scheduled downtime or anything that affects the computing environment.
• Keeps customers informed of progress on problems that cannot be resolved on first call.
• Ensures appropriate management is informed of problems that are impacting groups of users.

Problem Analysis, Resolution, and Prevention

• Logs all help desk calls or email requests into Request Tracking System and updates problem profiles.
• Troubleshoots perceived hardware and software problems; escalating to internal support resources.
• Analyzes and strives to resolves problems with a goal of 90% First Call Resolution.
• Supports all IT Operations approved software applications; minimally, Microsoft Office, Windows operating system, Standard Desktop, Remote Access, Hardware Diagnostics
• Completes requests for Password Resets, printer, hardware diagnostics and special desktop releases.
• Investigates causes, tests solutions, and recommends solutions to reduce help desk calls.
• Strives to identify and address the root cause of a problem, not simply address the symptoms and works to eliminate recurring problems.
• Promotes effective use of technology.

Training and Other

• Keeps current on all the technology used in the environment supported.
• Provides training to customers to provide understanding of technology.
• Performs additional related duties as requested or required.

Requirements:

• Education: Associate’s degree or educational equivalent’s, a bachelor degree (B.A./B.S.) is preferred.
• Technical Experience: One to five years of experience working in a LAN/WAN environment of at least 30 workstations. Experience with Windows operating systems, Microsoft Office, and associated productivity applications is required.
• Certifications: A CompTIA A+ or Microsoft certification is desired.
• Other: Valid Driver’s License required.