Help Desk Analyst

Summary
The Help Desk Analyst is responsible for resolving computer user’s problems by troubleshooting and resolving software, hardware and connectivity issues. Reports to the IT Manager.

Essential Duties and Responsibilities

•  Provide technical support to end users for hardware and software.
• Troubleshoot and resolve computer software and hardware problems as first level support.
• Installs, configures, maintains, and troubleshoots a wide range of hardware and software (i.e. PC’s, cabling issues, printers) used throughout the company.
• Log all Service Desk calls, emails, and voicemails into the ticketing tool for tracking purposes.
• Route problems, create, track and document resolutions in regards to all ticket request assignments.
• Identify and escalate situations requiring urgent attention or expert knowledge to appropriate staff
• Other responsibilities as directed and necessary for the business.

Qualifications

•  Associate Degree in Information Technology or equivalent work experience.
• Certification in A+ preferred.
• Knowledge of commonly used PC software ex., Window 7/10, Outlook, Microsoft Office
• Knowledge of PC hardware component and their replacement and care.
• General diagnostic and troubleshooting skills as it pertains to a PC on an enterprise network.
• Ability to work independently, as part of a team, with customers, peers and management
• Skilled in interpersonal communication, customer service, assessing priorities and assigning workload, multitasking, supporting projects, operating a personal computer under unique environments and software applications, and working under pressure.
• Willingness to work flexible hours as necessary.